Job Description
At arenaflex, we're passionate about revolutionizing the property industry by providing innovative solutions that empower our Partner Agents to succeed. With a team of over 700 talented individuals working together to transform the market, we're committed to creating a unique and inclusive culture that fosters creativity, personality, and growth. As a Customer Experience (CX) Specialist, you'll play a vital role in shaping the customer journey and driving satisfaction and loyalty across our ecosystem of solutions. **About arenaflex** arenaflex is a forward-thinking company that's breaking new ground in the property industry. With a strong focus on innovation, we've developed a market-leading ecosystem of solutions that support our Partner Agents in managing their businesses, teams, and clients. From CRM and auction to compliance, onboarding, and conveyancing, our solutions work behind the scenes to give agents choice and control. We're proud to be working with over 6,000 UK Estate Agency branches, helping them accelerate their success today. **What We Offer** At arenaflex, we're committed to supporting our team members in work and life. Our benefits package is designed to promote flexibility, well-being, and work-life balance. Some of the perks you can look forward to include: * Private counselling with a weekly confidential helpline available * Simplyhealth private healthcare plan * £150 Wellbeing Allowance per year * Working elsewhere policy (4 weeks per year) * Hybrid working * Buy and sell annual leave scheme (up to 3 days per year) **Your Role as a Customer Experience (CX) Specialist** As a Customer Experience (CX) Specialist, you'll be responsible for delivering exceptional customer experiences across our ecosystem of solutions. Your key responsibilities will include: * Supporting the delivery of CSAT (Customer Satisfaction Scoring) and NPS (Net Promoter) scoring with consumers at key milestones in the Auction journey * Role-modeling service excellence through telephone conversations that demonstrate your passion for CX and positive customer outcomes * Working proactively to identify customer challenges and potential risks, tailoring survey question sets to generate new information that guides areas such as Customer Success * Managing our customer insight software, cleansing data and sending out surveys, responding to negative feedback, resolving where possible or delegating to correct channels for resolution within agreed SLA's * Tracking and reporting on additional CX metrics where required, such as Trustpilot and Google review scores * Communicating customer issues, concerns, and recommendations by generating reports to provide vital management information as and when needed * Supporting on activities being conducted by the wider CX team (CX Champions), such as delivery of key business results, campaign rollouts, and educational support to operational teams * Working collaboratively with cross-functional teams to understand business needs and develop appropriate solutions that support improvement in customer sentiment **What We're Looking For** To succeed in this role, you'll need: * A good understanding of arenaflex products and services * Sound knowledge of TPO requirements, CPRs, and iamsold Best Practice Guide * Understanding of our customer needs and challenges * Empathy, strong communication, and a bias for action * A curious mindset and love for continuous improvements **Next Steps** If you're passionate about delivering exceptional customer experiences and driving satisfaction and loyalty in a dynamic property industry, we'd love to hear from you! Once you've clicked apply and submitted your application, if successful, a member of the Recruitment team will be in touch to chat more. We encourage people of all backgrounds, identities, and abilities to apply, and we're committed to creating an accessible and inclusive experience for all candidates. If you need any reasonable adjustments to support your application or interview process, just let us know how we can help! Apply for this job