Customer Experience Advisor

We have a fantastic position for a bright, motivated and personable Customer Experience Advisor to join our client based in Marlow.

The purpose of this role is to deliver industry leading Customer Experience and advice for their customers. The role will balance digital Customer Experience with personal customer interaction. The role will be varied and includes first line of contact for all internal communications, initial renewal engagement with customers and expert understanding of existing products and the industry to ensure the highest standard of advice is provided.

The successful candidate will possess excellent customer service skills, be highly customer focused and be able to work to tight deadlines in a busy, fast paced environment.

Our client offers excellent training and superb career development. Hybrid working (3 days in, 2 from home).

Duties include

• Monitor customer portal to ensure that information in terms of FAQ's are frequently updated
• Responsible for supporting in achieving an average of 4.8-star TrustPilot reviews annually by providing smooth, compliant and efficient Customer Experience
• Responsible when needed for supporting in business wide and/or team initiatives and projects to improve efficiency, performance, and Customer Experience
• Ensuring full compliance with Financial Conduct Authority guidelines
• Responsible for complaint handling procedures from initial response through to investigation and final response
• Responsible for supporting in customer retention, new business and customer renewals by providing fantastic, proactive Customer Experience
• Responsible for supporting with operational and administrative duties

Skills/Experience

• High levels of accuracy and attention to detail in work
• Customer focused
• Strong IT skills (Microsoft office, Live Chat, Dynamics 365. Customer portal management and CRM systems)
• Experience in professional complaint handling
• Strong analytical skills
• Ability to manage own tasks and prioritise workload
• Ability to work to tight deadlines in a fast paced environment
• Flexible outlook
• Enthusiastic with a 'can do' attitude and a willingness to learn and grow within a commercial environment where Customer Experience and client satisfaction is the primary focus
• 3 A-Levels or A-C or equivalent
• 2:1 degree or equivalent desirable

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days.

As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.