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Senior Customer Experience Executive

We’re looking for individuals who are experienced in customer service to join our Senior Customer Experience team. 

Location: Hybrid Working  |    Business Area: Customer Experience |    Salary: £27,000 - £34,000 per annum

Reporting into the Senior Customer Experience Team Leader, success in this role will be demonstrated through managing provisioned Chess services to contracted service levels, delivering a high level of customer satisfaction and developing a value-add proposition. Ultimately, you will ensure customer retention, growth and transformation is delivered. 
“a great place to work, a great place to be a customer”

The Role:

  • Delivering exceptional service to our Enterprise and Corporate Customers
  • Flexibility to support either of the Customer Experience Teams should the business require it
  • Account Manage our top tier Customers 
  • Achieving agreed service levels in line with MSAs
  • Constantly focus on improving the customer journey and making Chess ‘a great place to be a customer
  • Taking ownership of Customer queries with the focus to stop any repeat issues.
  • Development, maintenance, and retention of customer relationships
  • Ability to carry out advanced troubleshooting activities and provide 1st line support to Customers
  • Ownership of customer accounts in Directors Office Complaint
  • Achieving monthly KPI targets in line with your role.
  • Work with carriers, customers, partners and internal teams on their speedy resolution
  • Supporting across the sales teams - assisting with queries and BRMs from current and proposed customer base
  • Prepare and present service reports to customers as and when required
  • Continually seek to improve service delivery performance
  • Determine areas for process improvements for the customer
  • Working on a monthly rota to support the Triage of tickets
  • A thorough understanding of core Chess products and services
  • A thorough understanding of internal Chess escalation procedures and processes 
  • Identify up-sell opportunities across the range of Chess products and services

The Candidate:

  • Ability to work under pressure and meet deadlines
  • Ability to work under own initiative as well as part of a team
  • Ability to communicate effectively with team members and members of the Senior Management Team
  • Analytical skills
  • Can do attitude, thrives on problem solving and seeing the solution through to successful resolution
  • Good computer and literacy skills
  • Experience in reporting and presenting  
  • Experience within the Telecoms Industry
  • Familiarity with or accreditation of DMAIC methodologies and processes or equivalent – desirable 
  • Competent user of MS Office, including Word, Excel, PowerPoint, Visio, Project and Outlook
Package Details

Salary details: £27,000 - £34,000 per annum

Benefits include:

  • Health care support – UK Healthcare, eye tests, flu jabs, onsite health screens
  • Enhanced Pay: Maternity, Paternity, Adoption Leave and Shared Parental Leave
  • Access to employee benefits, rewards and recognition platform, Perkbox. This gives you access to hundreds of ‘Perks’ with great discounts. Whether it be days out, your weekly food shop, a clothes shopping spree on the high street and many more.
  • Hybrid working support - Allowance towards a home desk and chair
  • Loyalty point scheme – allowing you to use your points to increase your benefits each year
  • Access to our Future Fit benefits package – including Mental, Physical and Financial support
  • 20 days paid holiday p.a. increased upon anniversaries, ultimately to 24 days p.a., plus public holidays.
  • Buy & sell Holiday scheme – 2 opportunities per year to buy or sell up to 5 holidays
  • Additional holidays: Half Day Fridays and a Wellbeing Day
  • £100 per year matched charity donation, plus payroll giving options

Hours: A standard week is 37½ Monday to Friday

At Chess we offer many flexible working options, and we have both full-time and part-time working hours available. Chess pride themselves on being an inclusive employer, so if you want to find out more about our flexible working arrangements this can be discussed with your application.

Working location: Hybrid working position

Allowing you to enjoy the flexibility of working from home whilst also having the option to work from one of our many local hubs spread throughout the UK. Ad-hoc travel to offices within the group and other locations may be required on occasion.

Why join Chess?

Chess is one of the UK's leading independent and trusted technology service providers, employing over 250 skilled people across the UK, supporting over 21,000 UK businesses.

Diversity, equality, and inclusion is at the heart of our Chess culture, and we are passionate about our One Team spirit. 

We are extremely proud that our people voted us No.1 in 'The 100 Best Companies to Work for' list 2018, and we continue to celebrate more than fourteen years in the top 100.

Our continued focus on growth creates opportunity for everyone to progress their career, to develop knowledge and skills, to gain reward and recognition and to maximise their potential. The growth and success of our people ensures the growth and success of our business. 

We believe that “if you’re not growing, we’re not growing”.

Is Chess the place for you?

If you are looking for a career that brings exciting challenges and opportunities, then Chess is the place for you.

Please email your CV and covering letter to our Recruitment Department at:

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