Customer Experience Specialist (m/f/d) *

Birkenhead , United Kingdom


Role: Customer Experience Specialist

Location: Birkenhead/Manchester (or within a commutable distance) 

Hybrid working - 2 days per week in Birkenhead

Brand: Premier Guarantee



Role Purpose: 

To create long-term, trusting relationships with our customers and site contacts throughout the lifecycle of a development and provide a seamless customer journey. The Customer Experience Specialist is the key point of contact for customers post order, developing a culture of customer satisfaction through the timely, pro-active and thorough handling of all warranty and related technical queries, questions and site progress requirements from inception to completion. Operating strictly within FCA and other relevant Regulations. 


Your Responsibilities: 

  • Account ownership and to end management of the customer journey and experience.
  • To deliver the best possible customer service when dealing with existing or potential customers through excellent written and oral communication.
  • Working to internal personal and team Key Performance Indicators.
  • Frequently liaising with sales, surveying and all others teams as necessary to develop cross working relationships and facilitate an excellent experience for the customer.
  • Taking responsibility for actions and owning issues.
  • Proactively making frequency based progress calls and supporting the team to do this.
  • Serve as the lead point of contact for all customer account management matters, remote technical staff and all internal departments as to the progression of the site development.
  • Providing Extranet support for new customers.
  • Build and maintain strong, long-lasting client relationships.
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
  • To identify to the Head of Segment any contentious/litigious issues at the earliest opportunity.
  • Collate daily figures to add onto the CSU End of Night report.
  • Ensuring Crisp contains correct information provided by the risk management teams to include names, email information and contact information.
  • Accurately records and logs interaction with customers and update account information.
  • Undertake any other duties and administrative work as reasonably required.
  • To review own job description, at least annually, updating as necessary in conjunction with HR.
  • To comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
  • Indexing documents to internal folders received from customers, surveyors and any 3rd party.
  • Chasing customers/ surveyors for outstanding documentation.
  • Conducting file reviews on plots reaching completion.
  • Dealing with customer queries from both internal and external customers (surveyors and customers/ sitebased queries).
  • Issuing cover notes on demand.
  • Completing site re-allocations on demand.
  • Gathering completion forecast data to provide to senior staff within Key Nationals.
  • Supporting additional technical staff such as Design Surveyors and Engineers.


Your Skills & Experience: 

  • Highly motivated and well organised, displaying a positive mind-set and high energy
  • Excellent knowledge of Customer Service and prior experience is desirable o Confident in escalating and discussing issues with senior colleagues
  • Ability to follow and champion the MDIS culture and values o High level of interpersonal skills, with the ability to build relationships and remain open and honest
  • Demonstrable ability to use own initiative, with confidence to put forward new ideas and is flexible in personal approach
  • Committed to being a strong team player and remaining positive and approachable
  • Ambitious, willing to go above and beyond and is driven in achieving company goals and personal objectives. 
  • Competent in Microsoft office namely: word, excel and outlook
  • Experience managing multiple customers, using various methods of communication
  • Experience in using computerised data management system is desirable
  • Experience in outbound telephone calling
  • Good planning and organisational skills
  • Demonstrate ability to use own initiative and flexible in personal approach




At HSB Group (including Premier Guarantee), Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.


All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact