Customer Experience Operations Lead (12-month FTC)

Job title:

Customer Experience Operations Lead (12-month FTC)

Company

Benifex

Job description

Who are Benifex? 💚💜We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the UK. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in. 🚀Why should you apply? 🌟

• Experience: AI is a major part of the Benifex roadmap and this is an opportunity to build an entire AI customer service function from scratch
• Impact: Benifex are committed to ensuring that AI assists and improves the experience of both our own employees and those of customers globally and you will be the figurehead for that drive
• Team: This is an exciting period of growth for the EXC team and you will have the full support of the wider department, while being able to spearhead change within the team
• Top 10 Employer, Sunday Times Best Places to Work Awards
• Work for a profitable, fast-growing market leader in the online reward and benefits space

**Please note we are unable to offer visa sponsorship and require to people to be based in the UK or Ireland for this position**Great benefits:💰 £40,000-45,000🤸 Flexible work – choose a working setup that works for you, our only ask is to see you once a month in the office and you must be based in the UK or Ireland.✈️ 25 days holiday plus your local bank holidays🎂 Your birthday off❤️ Two half day wellbeing days🩺 Healthcare cash plan to cover the costs of day to day healthcare🧠 Employee Assistance Plan 24/7 365 support🤒 Income Protection (75%) and life assurance (4x salary)🤑 Pension scheme🌟 Enhanced parental leave package – 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave💳 £50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month!Role Overview 🚀The purpose of this role is to enable and assist the Customer Experience Organisation expand on data insights and drive decision making for our customer support teams. This role will drive continuous systems improvement and lead change to deliver optimal performance.As a key member of the CX Op’s team, the CX Op’s Lead will develop reporting, AI adoption, analytic tools, and processes to provide operational support to the Customer Experience Organisation.The role requires the ability to gather and analyse data, identify trends, and elicit key insights to make innovative business recommendations.Responsibilities 🤘

• Assist to define, implement, and evolve customer support strategy, reporting and insights environment.
• Work with Head of EXC to adopt AI driven tooling.
• Work closely with internal and external stakeholders to build necessary system integrations.
• Identify key data sources and work towards automation of operational reports.
• Gather, aggregate, and analyse data from OneHub and other back-office tools, including contractual data, product usage, support requests and CSAT to provide insights into performance, product adoption and customer health/NPS.
• Day to day owner and Superuser of Intercom and Telephony.
• Provider management of system suppliers.
• Champion Experience relationship with Product to drive OneHub improvements/system integrations.
• Support strategic decision-making by turning data into insights through visualisations, reports and dashboards.
• Establish at-risk and early warning processes and reporting.
• Provide ad hoc reports, data analysis and recommendations as needed.

What are we looking for? 🔎

• Demonstrable expertise in Intercom (or similar), including permissions, roles, integrations, knowledge and workflow management, is essential.
• Strong operational and analytical experience.
• Change management experience.
• An understanding of AI tooling and integrating AI functions within a customer service environment.
• Experience within employee benefits or related markets.
• Experience in customer support tools e.g. telephony and CRM.

Even if you don’t meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our to see if there is something else that might be a good fit for you.Our interview process✌ Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.📞 Initial informal call with the Talent team🧪 Online tests in numeracy and logical reasoning⏳ Interview with the hiring manager and a member of the team🤩 Final interview with the DirectorWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.We are a proud member of the Disability Confident employer scheme.If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.

Expected salary

£40000 – 45000 per year

Location

Southampton

Job date

Sun, 23 Mar 2025 02:19:15 GMT

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