Customer Experience Executive

Skybranch Contact is the outbound engagement function of the Skybranch channel. The team reaches out to a defined pool of prospects and existing customers, builds brand affinity and trust, and connects each individual with the most appropriate next step. The Customer Experience Executive is the core front-line role that makes this happen — a role suited to someone who enjoys meaningful customer conversations and takes pride in representing a brand with care. 

Key Responsibilities: 

• Outbound Customer Engagement: Conduct personalised outreach to prospects and existing customers via approved communication channels, using approaches and scripts defined by the Team Lead. Maintain a professional, brand-consistent tone in every interaction. 

• Engagement Journey Execution: Guide customers through the engagement process from first contact to a defined outcome, following established protocols to route each individual appropriately — whether to a financial representative, a direct sales channel, a future re-engagement, or Customer Service. 

• Agent Matching Support: Support the process of matching customers to available financial representatives, including posting agent handoff and/or transfer requests through the appropriate channels, monitoring response timelines, and escalating unclaimed requests to the Team Lead. 

• Sales Referral Compliance: Administer referrals to the Sales team accurately and promptly, including delivering required disclosures and obtaining documented consent from customers before progression. 

• Customer Service Transfers: Identify customers with servicing or claims needs and redirect them to the appropriate Customer Service channel promptly and professionally, logging all transfers. 

• Documentation & Record-Keeping: Complete all required post-engagement records on the same business day using the designated system. 

• Compliance Adherence: Verify that each customer has been cleared through the required pre-contact compliance checks before initiating any outreach. Do not contact any customer who has not been cleared. 

• AI Training Contribution: Conduct all engagements consistently and in the Great Eastern Skybranch brand voice, supporting the training of the Agentic AI system during the channel's early operating phase.

• Possess minimum 1 year of experience in customer service, telesales, or a client-facing role. 

• Display strong interpersonal skills and a genuine customer-first mindset. 

• Have the ability to follow structured processes and scripts while maintaining a natural, personable tone. 

• Are comfortable using digital communication tools (messaging platforms, telephony) and basic CRM systems. 

• Have strong written and verbal communication in English; additional languages are an advantage. 

• Prior experience in insurance or financial services is preferred but not required.