Customer Experience Specialist

Are you passionate about people and delivering exceptional customer experiences? Are you looking to build your career within a company recognised for its inclusivity, sustainability, and strong values?

At Sopra Steria, we’re looking for Customer Experience Specialists to join our Private Sector team, supporting one of our major financial services clients. If you enjoy helping people, solving problems, and working in a fast-paced environment, this could be the ideal next step in your career.

This permanent role gives you the opportunity to grow your skills within a Great Place to Work® Certified organisation, supported by training, coaching, and a team that genuinely wants you to succeed.

What you need to know:

• This is a permanent role, based at our Durham hub.
• The service operates Monday to Sunday, from 8am to 8pm on weekdays and 8am to 6pm on weekends. We offer multiple shift options to help you complete your 37.5 full-time hours. Weekend work is part of the role, but you will not be scheduled every weekend.
• You’ll receive an initial 4-week training programme (Monday to Friday, 9:00am–5:00pm), blending classroom learning with job shadowing so you feel fully supported.
• You’ll be joining a team where wellbeing, respect, and personal growth are genuinely valued.
  
  

Career development is encouraged, with a clear pathway to grow within Sopra Steria.

What you’ll be doing:

With ongoing training and support, you’ll quickly find yourself involved in a variety of customer-centric tasks, including:

• Handling incoming calls and identifying customer needs with empathy and accuracy.
• Resolving queries clearly, professionally, and in line with quality assurance standards.
• Managing complaints in a supportive and solution-focused way.
• Following compliance, legal, and regulatory requirements.
• Being an active part of a team that values collaboration, respect, and wellbeing.

You’ll be working at the heart of a contact centre environment, where every interaction matters and where you can genuinely make a difference to customers.

What you’ll bring:

• No specific qualifications are required — we’ll provide the training. The qualities and skills that will help you succeed in this role include:
• Customer-focused: committed to helping people and delivering excellent service.
• Inquisitive: naturally curious, willing to ask questions, and eager to learn.
• Confident communicator: able to explain information concisely, professionally, and clearly.
• Problem-solving: able to assess situations, identify the right solution, and follow procedures accurately.
• Keen to develop: motivated to learn, grow, and continually improve your skills.
  
  

If this sounds like you, we’d love to hear from you — even if you’re not sure you meet every requirement.

Location: Durham

Security Clearance: BPSS

Salary: Up to £25,212

Benefits: 25 days annual leave, health cash plan, life assurance and pension

Internal Recruiter: Katie

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

Our business is, first and foremost, about people. And it always has been. The solutions we develop are driven by the connections they make and the problems they solve. Our services only matter if they work for people and if they serve a greater purpose. Known for our collaborative approach, we provide consulting and digital services, creating innovative solutions, at scale, to deliver sustainable growth and services that make life better.

Our work touches many lives in the UK. From helping the Government provide essential public and health services that offer more convenience and choice, to improving financial services to deliver fairer, customer-centric solutions.

We embrace difference as a source of creativity, innovation and competitive advantage and are striv

ing to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.
If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.