Position Title: Client Experience Advisor
Duration: 6 Month
Location: Whitley
Division: Marketing
Position Description:
* As a Client Experience Advisor, you'll be a knowledgeable expert in our brands in order to achieve a right first time response and the highest level of customer service.
* You'll be responding to clients enquiries and complaints on our exciting vehicle line up and products.
* You will also be introducing customers to the Retailer network and will be supporting them to deliver an exceptional customer experience.
* You'll also be part of a large team, working in a fast paced and energetic environment, managing your own case workload on a day to day basis, meeting tight deadlines, with minimal supervision from your Team Leader.
* You'll also be responsible for: Manage customer, Retailer and third party contact (telephone/e- mail/digital/letter) taking ownership through to final closure
* Be an expert Case Manager and offer robust solutions, whilst adopting a Customer First approach at all times which subsequently achieves fast case resolution
* Where required, quickly implement the required escalation process and ensure they are adhered to on each occasion
* Identify poor performance and ensure this is raised through the relevant reporting platform
* Ensure all contacts are captured in the Customer Experience Centre Case Management Systems to enable the CEC to be a valuable data source to the wider business
* Act as a role model for the Company Values, Customer First Behaviours and concern resolution
* Promote positive relationship between customers and Retailers to ensure our integration with the Retailer network is seamless
* Provide support to the Retailer network to assist them in achieving a "best in class" service, driving customer loyalty and retention
* Ensure the Retailer network follows all correct processes and procedures to address any technical/quality issue
* Achieve great results in respect to Customer Satisfaction and Concern Resolution
Skills Required:
Experience Required:
* Numerate with excellent attention to detail, with the ability to outline information in a straight forward manner
* Results orientated with a determination to make things happen
* Clear demonstration of a Customer First mind-set in everything you do
* Ability to identify opportunities for improvements and implement change
* 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:
* Call Centre experience
Additional Information :
* 2/4 week initial training is on site in Coventry.
* After this period, providing the business is happy with performance the candidate can work remotely 3 days a week.
* The two office days are Tuesday and Wednesday - subject to change.
* Shifts are on a rotation, 1 week Mon-Fri 8:00 - 16:30, next week Mon-Fri 8:30-17:00
* Hybrid Working Subject To change on business needs, currently Tuesday and Wednesday are our office days
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Job Overview
ID:
1087746
Date Posted:
Posted 1 day ago
Expiration Date:
05/05/2024
Location:
Coventry
Competitive
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