Customer Experience Specialist

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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

• Act as the primary point of contact for customer inquiries, offering timely and professional support through phone, email, and live chat • Efficiently and effectively resolve customer issues, aiming for first-point resolutions whenever possible • Recognise and escalate complex issues to the appropriate team members for thorough investigation and resolution • Work collaboratively with cross-functional teams to create and implement customer service processes and best practices • Proactively seek out opportunities to enhance the customer experience and share suggestions for process enhancements • Foster and nurture relationships with customers, engaging with them to better understand their needs and challenges • Conduct product demonstrations and training sessions for customers, ensuring they are equipped to make the most of our software

🎯 Requirements

• A minimum of 1 year of experience in customer service or support • Confident and comfortable communicating with customers over the phone • Excellent verbal and written communication abilities • Strong problem-solving and decision-making skills • Superb interpersonal skills with a knack for building rapport with customers • Meticulous attention to detail paired with exceptional organisational and time management capabilities • Proficient in using technology and capable of swift typing • Able to thrive both independently and collaboratively within a team

🏖️ Benefits

• Enhance your skills or learn something new with our annual Continuous Learning budget of £1,000 • Recharge and reenergise with our 'Take A Break' budget of £1,000 per year • Private Bupa healthcare • A growth share program • Access to fitness programs, rewards, and mental health support through our benefits platform, 'Perkbox' • 'Cycle To Work' & Nursery Care salary sacrifice schemes • Regular social events, whether they're virtual or in-person, all organised by our Social Team • Enjoy working half days on Bank Holidays and still receive full-day pay • 28 days of annual leave, and after two years with us, you'll get even more days to relax and recharge! • A day off to celebrate your birthday!