Job Description

We are currently recruiting for a Customer Experience Specialist to join a busy, customer-focused contact centre team based in Durham. This is an office-based role offering flexible working patterns.

You'll be responsible for handling inbound customer enquiries, resolving issues at first point of contact, and delivering a consistently high level of customer service. You'll work in a fast-paced environment, using multiple systems while ensuring all interactions meet quality, compliance, and regulatory standards.

• Handle customer queries efficiently and professionally
• Provide accurate information and resolve issues first time
• Update customer records using internal systems
• Follow set processes, quality standards, and compliance requirements
• Work collaboratively as part of a supportive team
• Engage in training, coaching, and continuous improvement activities

• Previous customer service or contact centre experience preferred
• Strong communication and listening skills
• Confident using computers and multiple systems
• Customer-focused with a positive and professional approach
• Ability to work flexibly, including some weekend working

Flexible shift patterns are available, covering weekday and weekend hours on a fair rota basis. Both full-time and part-time options may be available.

• Office-based role in Durham
• BPSS security clearance required (or willingness to undergo clearance)

Important Notice: Shortlisted candidates will be contacted by telephone, so please only apply if you are available between 9:00am and 4:00pm to take a call.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.