Customer Experience Agent

Job purpose: We have a fantastic opportunity for a young person to join our dynamic team, aged 16-24yrs ( Up to age 29yrs may apply of specific criteria is met ) Please see Equalities Act 2010 )

The Customer Experience Agent is responsible for assisting customers by handling queries and resolving issues at the first point of contact. The role focuses on delivering timely, accurate, and professional support while ensuring a positive customer experience.

What will I learn? . Customer communication & service excellence You develop strong written and verbal communication skills by handling phone, email, and written queries, while maintaining a professional tone and delivering a personalised customer experience, whilst working towards your Modern Apprenticeship qualification in Customer Services SCQF Level 5

2. Problem-solving & first-contact resolution A key focus is resolving customer issues at the first point of contact, strengthening your ability to analyse problems quickly and find effective solutions under pressure.

3. Time management & organisation Managing multiple customer queries within agreed timescales builds prioritisation skills, attention to deadlines, and the ability to stay organised in a fast-paced environment.

4. Stakeholder coordination & teamwork the role involves working with internal colleagues and external stakeholders to ensure timely responses, developing collaboration and coordination skills.

5. Complaint handling & resilience Handling difficult situations and complaints helps build emotional resilience, professionalism under pressure, and conflict-resolution capability. 1

6. Administrative & process discipline You gain experience in following structured processes, maintaining records, and completing administrative tasks accurately and consistently. 1

7. Compliance & governance awareness Working within GDPR, ISO standards, and internal policies builds an understanding of regulatory compliance, data protection, and operational governance.

What qualifications or qualities are required? You should be educated to National 5 Maths and English

• Demonstrate behaviours that reflect our core values: Dependable, Agile,

• Proactive, and Inclusive.

• Act in accordance with our Code of Conduct, consistently modelling respectful and professional behaviour.

• Actively engage in the continuous improvement of day-to-day work, using available tools and mechanisms to support bottom-up innovation.

• Participate in and advocate for wellbeing, equity, diversity, and inclusion programmes across the organisation.

• Comply with all relevant Health & Safety, Data Protection, Information Security, and Environmental policies and procedures.

• Adhere to the organisation’s Management System and operational standards.

• Successfully complete all required security and background checks.