Job Description
Job Title: Customer Experience Advisor
Location: Whitley, Coventry (Currently we do 3 days remote working and 2 office days (Monday and Thursday) - however this is at business discretion. All training will be on site and will last approximately 2-4 weeks (depending on how the individual is getting on).
Rate: £23.29 ph via an Umbrella Company (Inside IR35) or £17.85 ph PAYE
Employment Type: Contract (12 Months)
Hours: Standard 40 Hours Per Week
Reference: J38584
Description:
As a Customer Experience Advisor, the candidate would be a knowledgeable expert in our brands in order to achieve a right first-time response and the highest level of customer service.
The candidate would be responding to customers enquiries on our exciting vehicle line up and products. Candidate will also be introducing customers to the retailer network and will be supporting them to deliver an exceptional customer experience. Candidate will also become part of a large team, working in a fast paced and energetic environment, whilst managing inbound and proactive contacts to and from customers, retailers and third parties on a daily basis.
Skills Required:
- Customer Service
- Computer-literate
- Timekeeping
Skills Preferred:
- The candidate will also be responsible for managing customer and retailer inbound and proactive outbound contacts via telephone, e-mail, social and digital platforms.
- Being a knowledgeable expert in the company's brands and products identifying prospect customers and generate leads to the retailer network.
- Identify and manage any complaints on the initial contact and handover seamlessly to the customer solutions teams verifying all contacts and update the SV-CRM system to ensure complete data protection compliance.
- Ensuring that all contacts are captured in the SV-CRM systems to enable the Customer Experience Centre to be a valuable data source to the wider business.
- Acting as a role model for company's values, customer first principles and behaviours promoting a positive relationship between customers and retailers to ensure that a collaborative partnership with the retailer network is achieved.
- Providing support to the retailer network to assist them in achieving a `best in class' service, driving customer loyalty and retention.
- Ensuring the retailer network follow all of the correct processes and procedures.
- Supporting ongoing marketing activities, working closely with the marketing team.
- Achieving positive results that generates high customer satisfaction.
Experience Required:
- Strong stakeholder negotiation skills.
- Numerate with excellent attention to detail, with the ability to outline information in a straightforward manner.
- Results orientated with a determination to make things happen.
- Clear demonstration of a customer first mind-set in every action.
- Ability to identify opportunities for improvements and implement changes.
- Excellent time management skills, able to work on multiple tasks and deliver results to agreed schedules.
- Ability to understand, interpret and action improvements.
- Strong decision making and problem solving skills.
- Ability to make quick and competent decisions.
Experience Preferred:
Additional Information:
This role is INSIDE IR35
Job Type: Full-time
Salary: £17.85 per hour
Schedule:
Ability to commute/relocate:
- Coventry: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: In person