Customer Experience Advisor

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.