Job Title: Client Experience Specialist
Location: Hybrid, 3 days in office in Wrexham
Remuneration: £27,000 to £31,000 DOE
Contract Details: Permanent

Responsibilities:

- Become the go-to expert on our client’s journey, understanding the clients organisation’s history, methodology, systems, and products to provide top-notch support.
- Guide clients in leveraging our products and services, ensuring they receive clear, proactive support through both verbal and written communication.
- Collect and relay client feedback to relevant teams to drive improvements, reduce churn, and boost product adoption.
- Create and maintain high-quality educational resources and evergreen content to facilitate seamless product adoption and ongoing client engagement.
- Deliver engaging digital demonstrations and contribute to automating product walkthroughs to enhance usability.
- Resolve client queries efficiently via the Help Centre, case management, phone, or video calls, adopting a solution-focused approach.
- Identify client needs proactively and introduce relevant product features and services to enhance their experience and drive value.
- Maintain consistent communication with clients and collaborate with internal teams for timely issue resolution and continuous service improvement.
- Conduct regular check-ins with client accounts, identify upselling opportunities, and strengthen long-term relationships.
- Recognise growth opportunities within the client base, working closely with the Client Outcomes team to foster community growth.
- Stay updated on industry trends to provide clients with valuable guidance that supports their success.
- Ensure all client data is handled with the utmost confidentiality and compliance.

Skills / Traits:

- Self-motivated and organised, thriving in a fast-paced environment.
- Warm, confident communicator with a knack for building strong client relationships.
- Influential and adept at demonstrating products digitally to drive engagement and adoption.
- Strong market awareness and understanding of customer behaviours.
- Collaborative team player with a passion for problem-solving.
- Technologically savvy, proficient in Microsoft Suite, including Excel and PowerPoint.
- Commercially aware, skilled at identifying client needs and providing tailored solutions.

Benefits:

- Annual leave of 25–30 days based on length of service.
- Sports and fitness allowance.
- Private Health Insurance after 3 months.
- Pension scheme after 3 months (5% company contribution and 5% employee contribution).
- Life insurance (4 times salary) after 3 months.
- Flexi-time working arrangements.
- Free car parking and complimentary lunches.

Join us in making a difference! If you are passionate about creating exceptional client experiences and are ready to take on a rewarding challenge, we want to hear from you! Apply now to become our next Client Experience Specialist!

Call 01244 346674 to speak with us directly about this opportunity or any other role you're interested in!
We look forward to hearing from you!