Customer Experience Agent

Customer Experience Agent

Location: Wakefield

Hours: 37 hours per week

• Monday - Thursday: 8:30am - 4:30pm
• Friday: 8:30am - 4:00pm

Pay Rate: £14.00 per hour

Temporary ongoing

Start date: 12 May

Customer Experience Agent

About the Role

We are currently recruiting for a Customer Experience Agent to join a busy and supportive team based in Wakefield. This role would suit someone who is highly organised, detail-oriented, and confident working in a fast-paced customer-focused environment.

The successful candidate will play a key role in supporting the customer journey by ensuring orders, queries, and communications are handled accurately and efficiently while delivering a high standard of customer service.

Customer Experience Agent

Key Responsibilities

• Handle incoming calls, emails, web chats, and customer queries in a professional and efficient manner
• Process and expedite customer orders while liaising with transport teams to provide accurate delivery updates
• Communicate with internal departments regarding urgent customer requests
• Take ownership of customer queries and ensure customers are regularly updated until resolution
• Accurately capture and maintain customer information using CRM systems
• Provide support to customers using online systems and websites
• Respond to electronic communications within agreed service level agreements (SLAs)
• Ensure customer orders are processed correctly to avoid duplication and delays
• Log customer queries, complaints, and follow-ups accurately within internal systems
• Prioritise workload effectively, including inbox management, reporting, and administrative tasks
• Recommend suitable delivery options to customers in line with company policies and procedures
• Maintain up-to-date knowledge through ongoing training and development opportunities
• Build effective working relationships with both internal departments and external customers

Customer Experience Agent

Key Working Relationships

You will work closely with:

• Customers
• Customer Experience Team Manager
• Warehouse and transport teams
• Drivers
• IT support teams
• Procurement
• Sales and marketing teams
• Stock control and quality departments

Requirements

• NVQ Level 2 in English and Mathematics, or equivalent experience
• Previous experience in a customer service or order management environment
• Strong understanding of customer care principles and service delivery
• Ability to prioritise workload, multitask, and work under pressure
• Strong IT skills, including Microsoft Office applications
• Experience using CRM systems
• Ability to work independently and meet deadlines
• Excellent verbal and written communication skills
• Strong interpersonal and problem-solving skills

What We're Looking For

• A proactive and organised individual
• Strong attention to detail
• Ability to remain calm under pressure
• A team player with a positive and professional attitude
• Someone who takes ownership and delivers excellent customer service

Winsearch acts as an employment agency for permanent staff. We recruit for roles based in Engineering & Manufacturing, Food & Drinks, Pharmaceutical, Supply Chain & Procurement and Professional Services. View our latest jobs today on our website (url removed) and follow us on LinkedIn

Consultant - Aleksandra Follert

IndWin

Our clients and their customers come from diverse backgrounds and so do we. We hire our people from various walks of life, each of whom make our company stronger with their talent, uniqueness, and expertise. This is what makes our company special; if you want to help us grow and take this ethos to our clients, then we cannot wait to collaborate with you!

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