Department: Customer Experience
Location: Horsham
Role Purpose
The Customer Experience Specialist serves as the primary point of contact and coordinator for unmanaged customers who require additional support, guidance or intervention, ensuring they receive a consistently high standard of service while their query, concern or complaint is being resolved throughout their journey with Global 4.
Working closely with Customer Experience Managers, Billing, Projects, Credit Control, Sales Support, Sales and operational teams, the role is responsible for taking ownership of customer queries and concerns from initial contact through to resolution or agreed handover. Acting as the owner of the customer’s issues within the business, the Customer Experience Specialist will coordinate activity across multiple teams, remove blockers, drive progress and ensure customers remain informed through regular, clear and proactive communication.
The role plays a key part in strengthening customer relationships, improving retention and ensuring customers never feel lost between departments or left chasing for updates. By building strong relationships, maintaining a customer-first approach and taking ownership of outcomes, the Customer Experience Specialist helps deliver a positive customer experience while supporting the wider business in identifying and reducing customer risk.
Key Responsibilities
* Act as a key point of contact for unmanaged, lower-value and at-risk customers, delivering a professional and customer-focused service.
* Take ownership of customer queries and concerns from initial contact through to resolution or agreed handover, ensuring accountability remains clear throughout.
* Build strong customer relationships and act as a trusted advocate, representing the customer's interests within the business.
* Coordinate activity across Customer Experience, Billing, Projects, Credit Control, Sales, Service Delivery and Support teams to progress customer issues and achieve successful outcomes.
* Proactively monitor, manage and escalate customer issues where required, ensuring actions are completed and risks are addressed in a timely manner.
* Keep customers regularly informed through clear, timely and proactive communication, ensuring they understand progress, next steps and expected outcomes at every stage.
* Proactively engage with customers who are showing signs of dissatisfaction, repeated service issues or potential churn risk, working with internal teams to improve outcomes and maximise retention opportunities.
* Manage appropriate customer complaints and escalations, ensuring more complex or high-risk cases are handed over to the relevant manager, department lead or business owner.
* Identify potential renewal, retention, upgrade or wider commercial opportunities and make a warm handover to the appropriate Sales or Account Management owner.
* Maintain accurate records of customer interactions, actions and outcomes within business systems.
* Identify recurring customer issues, service trends and opportunities for improvement, providing feedback and insight to support continuous improvement initiatives.
What Do We Need From You?
* Previous experience within Customer Service, Customer Engagement, Customer Success, Service Delivery, Sales Support, Account Support or a similar customer-facing environment.
* A strong sense of ownership, with the ability to take responsibility for customer queries, manage competing priorities and follow actions through to completion.
* Excellent communication and interpersonal skills, with the confidence to build relationships, handle challenging conversations and communicate effectively with customers and colleagues at all levels.
* Strong organisational skills and attention to detail, with the ability to manage multiple customer cases while maintaining accurate records and clear follow-up actions.
* A proactive approach to problem solving, with the confidence to ask the right questions, challenge delays constructively and escalate issues when required.
* A customer-focused mindset, combined with sound judgement, commercial awareness and the ability to balance customer expectations with business requirements.
* Good IT skills, including Microsoft Word, Excel, PowerPoint and Outlook, with confidence learning new CRM and service management platforms.
What Success Looks Like
* Customers know who owns their query, what will happen next and when they will receive another update.
* Customer concerns are progressed from initial contact through to a clear resolution or accepted handover.
* Communication is regular, accurate and easy for the customer to understand.
* Actions have clear owners and target dates, with blockers escalated before they become larger issues.
* Customer risks and potential opportunities are identified early and handed to the right internal owner.
* Customer outcomes, recurring themes and improvement opportunities are recorded and shared clearly.
Why Join Global 4?
We are a family-run company that actually acts like one. We’ve created an energetic, supportive environment where your hard work is celebrated and rewarded.
The Perks:
* Generous Leave: 33 days holiday including bank holidays, a Buy & Sell scheme, plus up to 5 additional days linked to length of service.
* Tech Discounts: 50% off Broadband & Utility packages, becoming free after two years.
* Health & Security: Death-in-service benefit, pension scheme and eye-care vouchers.
* Office Culture: Complimentary fresh fruit, tea and coffee, plus the Friday Fridge.
* Rewards: Company lunches, team incentives and the Kudos Employee Recognition Scheme.
* Giving Back: Paid charity leave and the £250 Bright Ideas scheme.
Global 4 is proud to be an Equal Opportunities and Living Wage Foundation employer. We offer a supportive working environment, charity events, team-building days and training opportunities
Salary description
£30000.00 - £30000.00 per year