An exciting opportunity has arisen at Yamaha Motor Europe N.V., Branch UK withinour Aftersales Division for the right candidate to join us as Customer ExperienceSpecialist. Reporting to the Manager, Aftersales, you would be responsible formanaging the performance of our external Customer Contact Centre and teamleading our internal Customer Service Coordinator. Although all stakeholdersinvolved with our brand, strive to deliver the best customer experience possible,unfortunately there are times where we don’t meet our customers’ expectationsand the person joining us in this position will be expected to manage and deal withcustomer complaints and find appropriate solutions either through ourselvesdirectly or in partnership with our established dealer network.The Customer Experience Specialist will have the opportunity to create and drivenew customer centric initiatives that improves our customer journey and will needto be experienced enough in this field to have confidence to make such strategiccontributions that keeps Yamaha Motor up to date in the UK with both ConsumerLaw and expectations.You will need strong communication skills, with the ability to connect verbally withothers, create well-written email responses, lead meetings, and build strongrelationships through all mediums.The successful candidate will be expected to keep up to date with our company’scurrent Mid Term Plan and align ideas in their area of the business to this directionwith support from the Manager, Aftersales. Keeping product knowledge up to datethroughout all our product groups is also an essential requirement of the role. Ourmain product groups consist of the following:MotorcyclesScooterseBikesOutboard enginesWaverunnersBoatsInflatablesATV’sSide-By-Side vehiclesGolf Car/Utility vehiclesYou will ideally have previous customer service experience. Those that applyshould expect to receive regular training on our products and Consumer Lawregulations and will need to take their own responsibility for keeping suchknowledge up to date. An understanding or previous experience of dealing withcontact centres will be considered an advantage when being reviewed for thisposition.This position will take day-to-day responsibility of managing workload in regard tocustomer service enquiries and its related administration. Applicants should beable to demonstrate strong organisational skills and examples of where they havepreviously implemented processes to improve efficiency.Principle Accountabilities are but not limited to:▪ Daily operational control of the Customer Contact Centre ensuring itdelivers against contract▪ Customer complaints management & escalations▪ eCommerce customer query coordination & resolution▪ Team leadership of Customer Service Coordinator▪ Contribute Customer Experience initiatives to Mid Term Plan▪ Ensure Customer Service administration hits KPI’s▪ Liaise and build strong relationships with colleagues and the dealer networkfor the best customer resolutionsExperience and personal requirements:▪ Strong customer service skills and experience▪ Strong verbal and written communication skills▪ Consumer Law knowledge▪ Experience with customer contact centres - desirable▪ Automotive industry knowledge - desirable▪ Ability to work independently and as part of a team▪ Ability to self-organise and contribute ideas▪ Competent with Microsoft Office▪ Act as a team player▪ Be an expert in your job▪ Commit to your promiseIn return we can offer a competitive salary, flexible working opportunities, accessto a defined contribution pension scheme, private health care after one yearservice and product familiarisation experiences as well as other unique benefits.For the past three years we have also become Great Place To Work certified based on the results from our annual employee survey and we are committed to continuing to enhance the employee experience.If you believe you are ready for the challenge, then please email your up-to-dateCV with a covering letter addressing the points above and why you would besuitable for the role to personnel@yamaha-motor.co.ukPlease note you will be expected to be within commuting distance of our HQ inWoking, Surrey.Closing date for applications is Wednesday 22nd May 2024No agencies please