Customer Experience Operator
| Company: | Mitie |
|---|---|
| Salary: | Not specified |
| Hours: | Full-time |
| Location: | BT66 6SY |
| Job type: | Permanent |
| Posting date: | 26 Aug 2026 |
| Closing date: | 23 Sept 2026 |
Summary
Job Title - Customer Experience OperatorJob Summary
-We are seeking a proactive and customer-focused Customer Experience Operator to join our Customer Experience Team. This role is responsible for managing customer feedback, concerns, and service-related queries, ensuring every customer interaction is handled professionally, empathetically, and efficiently.
The successful candidate will act as a central point of contact between customers and internal departments, gathering information, coordinating investigations, and providing timely updates to customers throughout their journey. The role plays a vital part in understanding customer experiences and helping drive continuous improvement across the business.
Pay Rate: £13.45 p/h
Shift Pattern: Monday-Friday, 9am-5pm
What is in it for you?
-A friendly and supportive team
-Training, career development & progression
-Overtime opportunities
-A great selection of benefits incl. access to on-line GP services, share options and discounts across thousands of retailers.
-Free on-site parking
Main Duties -
Customer Experience Management
-Receive and manage customer feedback, concerns, and service-related queries through various communication channels.
-Conduct initial triage of customer concerns to establish the nature of the issue and identify required actions.
-Log all customer interactions and relevant information onto internal systems.
-Ensure customer cases are assigned to the appropriate department for review or investigation.
Customer Communication
-Act as a professional and empathetic point of contact for customers.
-Provide regular updates to customers regarding the progress of their case.
-Handle inbound and outbound calls relating to customer feedback, concerns, and service experiences.
-Respond to emails and correspondence within agreed service levels.
-Manage customer expectations through clear and effective communication.
Internal Stakeholder Coordination
-Liaise with operational teams, service delivery departments, engineers, helpdesk teams, account managers, and management to obtain necessary information.
-Chase outstanding responses and updates to ensure customer cases progress in a timely manner.
-Escalate urgent or high-risk cases where appropriate.
-Maintain strong working relationships across all departments to facilitate effective resolution of customer concerns.
Reporting & Administration
-Maintain accurate records and documentation on company systems.
-Track open customer cases and ensure timely follow-up actions are completed.
-Produce reports and summaries using Microsoft Excel and other business tools.
-Identify common themes and trends from customer feedback to support service improvement initiatives.
-Support management with customer experience reporting and analysis.
Essential
-Excellent verbal and written communication skills.
-Strong customer service and interpersonal skills.
-Ability to remain professional and calm when dealing with challenging situations.
-Strong organisational and time management skills.
-High level of attention to detail.
-Confident using Microsoft Office, including:
-Excel
-Word
-Outlook
-Ability to learn and navigate multiple business systems.
-Experience maintaining accurate records and updating databases.
Other
-Applicants must have a 5-year checkable history.
-You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.
We will consider flexible working requests from day one of employment.