Order Ref: 39266

Position Title: Client Experience Advisor

Duration: 12 Month Rolling Contract

Location: Whitley

Division: Marketing

Position Description:

• As a Client Experience Advisor, you will be a knowledgeable expert in our brands in order to achieve a right first time response and the highest level of customer service.
• You will 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 will 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 Clients' 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:

• Customer Service
• Computer-Literate
• Timekeeping

Experience Required:

• Strong stakeholder negotiation skills 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