Automotive recruitment

Customer Experience Advisor

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Customer Experience Advisor

Posted 03 April 2024
Salary £22.15 - £22.16 per hour
Job type Contract
Discipline Professional Services
Contact NameSaffron Cooper

Job description

Order Ref: 39151

Position Title: Customer Experience Advisor

Duration: 8 Month Rolling Contract

Location: Whitley

Division: Sales & Marketing

Position Description:

  • As a Customer 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 customer's 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, whilst managing inbound and proactive contacts to and from customers, Retailers and third parties on a daily basis.

Skills Required:

  • Customer Service
  • Computer-Literate
  • Timekeeping

Skills Preferred:

  • You'll also be responsible for: Managing customer and Retailer inbound and proactive outbound contacts via telephone, e-mail, social and digital platforms
  • Being a knowledgeable expert in the Clients' brands and products
  • Identifying prospect customers and generate leads to the Retailer network
  • Identifying and manage any complaints on the initial contact and handover seamlessly to the Customer Solutions team
  • Verifying all contacts and update the SV-CRM system to ensure complete Data Protection compliance
  • Ensuring all contacts are captured in the SV-CRM systems to enable the Customer Experience Centre to be a valuable data source to the wider business
  • Acting as a role model for the Clients' Values, Customer First Principles and Behaviours
  • Promoting a positive relationship between customers and Retailers to ensure that a collaborative partnership with the Retailer network is achieved
  • Providing support to the Retailer network to assist them in achieving a best in class service, driving customer loyalty and retention
  • Ensuring the Retailer network follow all of the correct processes and procedures
  • Supporting ongoing marketing activities, working closely with the Marketing team
  • Achieving positive results that generates high Customer Satisfaction

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

Additional Information:

  • 10 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.