Customer Experience Specialist – Night Team

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🔥 23 minutes ago

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Anna Freud

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤲 Charity

🏥 Healthcare

📚 Education

Charity • Healthcare • Education

Anna Freud is a pioneering mental health charity focused on improving the wellbeing of children and young people through research, clinical services, training, and policy work. For more than 70 years it has combined science, collaboration and clinical innovation to deliver services including school and college mental health support, bespoke clinical programmes, training for mental health professionals, and large-scale projects such as the Child Outcomes Research Consortium, the UK Trauma Council, and Autism Central. It also provides direct-access support like the Anna Freud Crisis Messenger and partners with UCL on postgraduate study and research initiatives.

📋 Description

• Supporting customers via live chat, email and phone, providing prompt, friendly and human support. • Taking ownership of customer cases from first contact through to resolution, aiming to solve issues without unnecessary handovers. • Handling complex, high-context customer situations with confidence, empathy and sound judgement. • Delivering consistently high-quality customer experiences while maintaining strong case ownership and customer satisfaction. • Confidently handling inbound customer phone calls whenever they're needed. • Investigating and resolving payment-related issues using our internal systems and tools. • Supporting new customers through onboarding and carrying out basic risk assessments. • Helping retain customers by understanding their needs and finding the right solutions rather than defaulting to escalation. • Becoming an expert in ANNA's Business Admin products, helping customers with invoicing, VAT, payroll, expenses, tax and other admin tools. • Investigating root causes, resolving issues directly with customers and turning challenging experiences into positive ones. • Escalating cases only when genuinely necessary while remaining accountable for the customer's overall experience. • Working closely with teams across the business to improve processes and customer outcomes. • Spotting recurring trends, identifying opportunities for improvement and helping test new ways of working. • Sharing customer insights that help shape our products, services and support experience. • Building genuine relationships with customers by understanding their businesses, goals and challenges.

🎯 Requirements

• Loves solving problems and genuinely enjoys helping people. • Is comfortable making decisions independently and taking ownership. • Can confidently switch between different products, systems and types of customer conversations. • Stays calm under pressure and enjoys investigating more complex issues. • Takes pride in delivering an exceptional customer experience, even during difficult conversations. • Has excellent written communication skills and can explain complex information simply. • Is naturally curious and always looking for better ways of doing things. • Enjoys collaborating with others while being equally comfortable working autonomously. • Wants to make a meaningful contribution to both our customers and the wider business.

🏖️ Benefits

• £550 monthly Night Shift Allowance (worth £6,600 per year) • Annual salary review opportunities • £1,000 annual Continuous Learning budget • £1,000 annual 'Take A Break' wellbeing budget • Private Bupa healthcare • Growth Share programme • Perkbox wellbeing platform, including fitness, rewards and mental health support • Cycle to Work and Nursery Care salary sacrifice schemes • Regular virtual and in-person social events • Half days on Bank Holidays with full day's pay • 28 days annual leave, increasing with length of service • Your birthday off every year