Customer Experience Specialist

Customer Experience Specialist

Because your new ideas are our way new ways of working. Evolve, your way.

Our digital teams are right at the heart of what we do. Surrounded by some of the best digital specialists in the industry, you’ll bring your own ideas to the business to shape the experience of our customers as part of a forward-thinking team.

The purpose of the Customer Experience Specialist Role is to drive excellence and continuous improvement with high quality standards in our Customer Service Operations. This involves partnering with internal stakeholders and overseeing the service provision of our Outsource Partner Operations.

What You’ll Get
The work you do shapes the impact we have. We’re focused on providing you with the culture to reach your potential. Your wellbeing is our top priority.

Some of our benefits are:

1. 27 days of leave, plus bank holidays and if you want, you can buy 5 more.
2. Flexible Working, opportunity for an early Friday finish, and a subsidised cafeteria.
3. Primark Perks – Discounts with some local partner business to our offices

What You’ll Do:

• Partners closely with our Customer Service Outsource Partner to drive value initiatives for our customers.
• Collecting, analysing and interpreting customer data to identify requirements and useful information to optimize customer experience.
• Create and prepare insights to present to senior management and leaders.
• Acts as a champion for the Primark customer, ensuring awareness around key product and service knowledge. Has an in-depth understanding of the Primark customer journey and customer needs.
• Working closely with internal and external teams to drive enhancements to our Customer Service technology stack.
• Creating a communication platform to inform and educate product and service teams including Marketing, Buying and New Business initiatives.
• Support the Customer Service Senior Manager with the Customer Service Chatbot Strategy.
• Regularly analyze key performance metrics for Chatbot and Live Chat and use these insights to identify and drive enhancements such as new features or integrations that provide added value for customers

What You’ll Bring

• 5+ Years Experience in Customer Service
• A positive and approachable attitude with good problem solving skills
• Motivated, hardworking, with the ability to handle high-stress situations in a pressurised environment and maintain professionalism.
• Ability to prioritise tasks in a fast-paced environment; able to deliver solutions in face of unforeseen obstacles and challenging business requirements
• An obsession with customer experience and desire to constantly improve our offering

Ready? Good - because we can’t wait to see what you can offer. You’ll be joining a team of diverse, passionate, and talented individuals where you’ll truly belong, collaborating on projects that will shape the future of our industry. If you’re excited about this role but don’t meet all the criteria, we encourage you to apply. You may be the right candidate for this role or another one, and our recruitment team Can determine where your skills may fit in at Primark.

Apply to be part of our future and we’ll help you develop yours.

If you need any reasonable adjustments or have an accessibility requests, during your recruitment journey, such as extended time or breaks between online assessments, a sign language interpreter, mobility access, or assistive technology please contact your talent acquisition specialist.

All offers of employment are subject to background checks, including right to work, reference education and for some roles criminal, and financial checks. If you have any concerns please reach out to our talent acquisition team to discuss.