Customer Experience Executive

Customer Experience Executive On Site, 9:00am-5:30pm Mon-Fri Salary - From £26,000 based on experience   Top 5 Best Small Companies to Work For in the UK   Sapphire is an employee-owned payroll, accountancy and technology business supporting recruitment companies and contractors across the UK and beyond.   We're now looking for a Customer Experience Executive to join the team.   This is an opportunity to play a key role in the experience we provide to our customers, building strong relationships, solving problems and making sure people get the support they need. You'll be the first point of contact for a wide range of queries, from everyday questions around payments and payslips to more complex issues and complaints. You'll work closely with teams across Sapphire to find solutions, while taking ownership of your customers' experience from start to finish.   Why join Sapphire? Employee ownership & significant bonuses Sapphire is employee-owned, meaning our people share in the success they help create. Combined bonus payments in recent years have been around 50% of base salary. Bonuses are subject to company performance and individual eligibility, and are not guaranteed. One of the UK's best companies to work for Ranked 4 Best Small Company to Work For in the UK in 2025. Study support – get qualified Genuine career progression This role can provide a route into further technical, management and leadership opportunities as your career develops and Sapphire continues to grow. 34+ days off A minimum of 34 days including bank holidays and your birthday off, rising to 37 days with service. Company trips and experiences Our teams have travelled together to Las Vegas, New York, Dublin, Barcelona, Lisbon, Budapest and more as part of company incentive trips and celebrations. You'll also benefit from:

• Regular team events
• Employee healthcare membership
• Enhanced maternity and paternity policies
• Our modern Stockport office with collaborative spaces, games room and bar What you'll be doing As a Customer Experience Executive, you'll be at the heart of the Sapphire customer experience. You'll be one of the first people our contractors and customers speak to, helping them with everything from everyday queries to more complex issues. No two days will be the same. You'll be building relationships, solving problems and working closely with teams across Sapphire to make sure our customers get the support they need. You'll be responsible for:
• Managing customer communications across WhatsApp, email and phone, as well as our online presence through Trustpilot and Google Reviews.
• Supporting HR-related enquiries, including confirming employment status with HMRC and completing employment references.
• Managing the end-of-contract process, including pension and holiday pay refunds and processing P45s.
• Helping contractors understand their payments, expenses and payslips, making complex queries easy to understand.
• Supporting contractors with access to pensions and our employee benefits portal.
• Gathering information relating to statutory claims and working with Payroll to support their assessment.
• Providing access to our Timesheet Portal, helping to ensure smooth invoicing and timely payments.
• Handling complaints and insurance claims, taking ownership from the initial enquiry through to more complex escalations. What we're looking for We're looking for someone who genuinely enjoys helping people and takes pride in delivering great customer service. You'll be a friendly, confident and approachable person who can build rapport quickly and stay calm when things get busy. You'll enjoy finding solutions, getting to the bottom of a problem and making sure customers feel listened to and supported. You'll also have:
• Excellent verbal and written communication skills.
• A patient, empathetic and positive approach.
• The confidence to communicate with a wide range of people.
• Strong interpersonal skills and the ability to build great relationships.
• A good understanding of basic IT systems and desktop applications.
• The ability to work independently while also being a strong team player.
• A proactive, can-do attitude and the resilience to work in a fast-paced environment.
• A genuine passion for delivering a great customer experience. Most importantly, you'll be someone who wants to make a difference. Whether it's answering a quick question or helping someone work through a more complicated issue, you'll play an important role in making sure our customers have a great experience with Sapphire. Interested? Our recruitment process We'll start with a 15-minute Teams interview, followed by a 2-hour face-to-face interview at our Sapphire office. The face-to-face stage will include:
• Numeracy exercise – 15 minutes
• Q&A – 45 minutes
• Personality profiling questionnaire for successful candidates It's also a chance for you to meet the team, see our office and get a feel for what Sapphire is really like.