Customer Experience Coordinator
LCH is a well-renowned supplier of luxury cars in the UK, delivering the highest standards of vehicle hire and driven by a passion for fantastic customer service.
We offer a warm and welcoming environment, flexible shift patterns, and competitive salary & bonuses, alongside other benefits such as pension, cycle to work & EV schemes, free parking and, most importantly, the opportunity to work in a company driven by its values - ownership, empathy, collaboration, improvement, integrity…and smiling
Our customer experience team is so much more than answering calls and following a script, our team are empowered to deliver the best service possible for each and every customer, days are varied, and our close-knit team work in a way that is collaborative and supportive.
Successful candidates must be able to travel to our head office in Elstree, Hertfordshire, but some at-home/hybrid working is available.
Our customer experience team operates over 7 days, 8am-8pm, allowing us to offer flexible working and fantastic opportunities for anyone who would benefit from working outside of standard office hours.
The hourly rate for the role is £13.85 per hour (£28,808 pa FTE)
Hours: 40 hours per week
Location: Elstree, Hertfordshire
The main duties and responsibilities of the role are:
* Handling inbound and outbound calls.
* Delivering exceptional customer service at all times.
* Processing new bookings, booking extensions and terminations within required SLA's.
* Handling customer complaints efficiently through to resolution.
* Updating company systems with accuracy, processing rental documentation, and providing reports.
* Offering additional products or solutions to improve customer experience.
* Working closely as a team and providing support to others.
Key skills and experience required:
* Proven experience in a customer service environment.
* A passion for customer service and a strong understanding of how to deliver it.
* Proven ability to communicate effectively by phone, email and chat.
* The ability to work under pressure and achieve business KPIs.
* A positive and proactive approach to learning and self-development.
* Excellent communication and organisation skills.
* Excellent computer and typing skills.
* The ability to work and communicate effectively in a team.
* Proven ability to use initiative and prioritise workload.
* Passion to be an ambassador for the LCH brand, positively applying our company values.
* Possessing a drive for improving revenue and business growth.
Interview process:
Shortlisted candidates will be invited to a screening call, after which there will be a 2-stage interview process, attendance at our Elstree office will be required.
Please note we are unable to offer visa sponsorship so all applicants must be eligible to work in the UK and standard DBS checks are required as part of the onboarding process.
Job Types: Full-time, Permanent
Pay: £28,808.00 per year
Benefits:
* Company events
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* Referral programme
Ability to commute/relocate:
* Borehamwood WD6 3TJ: reliably commute or plan to relocate before starting work (preferred)
Experience:
* customer service: 1 year (preferred)
Work Location: In person