Would you like to join an innovative global industry leader and food tech pioneer? We are hiring a Senior Client Experience Executive to join Selecta UK&I, a KKR portfolio company with Group 2021 reported revenue of over €1billion.
As a 24/7 food & drinks distribution and technology led powerhouse, Selecta provides millions of moments of joy to its end consumers throughout Europe. Our solutions include digital Vending Machines, Coffee Machines, Smart Fridges, Snack Markets and more. As such, we are uniquely positioned to address the needs of our clients and their consumers in the new hybrid work environment
Your Key Duties & Responsibilities:
* Take ownership of client queries, working with internal stakeholders to investigate and provide a full resolution for the client.
* Act as a client champion, delivering excellent client experience, increasing client satisfaction, contributing to retention and our NPS (Net Promoter Score)
* Ensure all client contact is responded to in an agreed time frame.
* Investigate and respond to clients in a timely manner with a satisfactory resolution for the client meeting their expectations and in line with our company policies.
* Liaise with operational and technical teams to identify and resolve client queries, working alongside our client solutions team.
* Behave as a brand ambassador at all times, acting with integrity, diligence and professionalism.
* Maintain an up-to-date knowledge of company procedures.
* Support with training and upskilling members of the client experience centre in core responsibilities.
* Assist in creating training material and guides for the client experience centre.
* Providing quality check measures and an escalation approach to ensure the client experience is seamless and positive.
* Provide business support with trialling new systems, process changes and provide feedback to ensure improvements across the business.
* Supporting with weekend cover on a rota basis.
* Any other responsibilities deemed necessary by the department leaders.
Requirements
* Positive attitude and high resilience.
* Resourceful individual.
* Ability to drive results and work with other departments.
* Lead by example behaviours.
* Familiar with O365 and CRM systems.
* Proven experience within customer service in comparable role and/or industry.
* Ability to communicate in oral and written format concisely and logically to internally and externally.
Benefits
* Up to 25 days’ holiday per annum.
* Being part of something incredible
* Be part of One Selecta who are an equal opportunity employer. We are committed to encouraging equality, diversity and inclusion among our business.
* 25 days of annual leave plus bank holidays
* Life assurance equivalent to 2x your yearly salary
* Five weeks of occupational paid sick leave for added security
* Extended leave policy for greater flexibility
* Free parking at our Head Office and other depot locations
* Unlimited coffee and tea to keep you refreshed
* Clear career progression paths with development opportunities
* Strong leadership support to help you thrive
* Employee recognition scheme to celebrate your contributions
* Mental health and wellbeing support, including access to mental health first aiders
At Selecta, we are committed to equal opportunities, diversity, and inclusion, embracing our differences to achieve our common goal. We are united in our principle of making people feel great, and we are grounded by our purpose to create more moments of joy for everyone through our ways of working. We welcome applications from all individuals regardless of race, ethnicity, gender, sexual orientation, age, disability, religion, or any other characteristic protected by applicable laws. If you require any adjustments or accommodations during the recruitment process, please let us know.