Customer Experience Advisor

Order Ref: 39151Position Title: Customer Experience AdvisorDuration: 8 Month Rolling ContractLocation: WhitleyDivision: Sales & MarketingPosition 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 ServiceComputer-LiterateTimekeepingSkills Preferred:You'll also be responsible for: Managing customer and Retailer inbound and proactive outbound contacts via telephone, e-mail, social and digital platformsBeing a knowledgeable expert in the Clients' brands and productsIdentifying prospect customers and generate leads to the Retailer networkIdentifying and manage any complaints on the initial contact and handover seamlessly to the Customer Solutions teamVerifying all contacts and update the SV-CRM system to ensure complete Data Protection complianceEnsuring all contacts are captured in the SV-CRM systems to enable the Customer Experience Centre to be a valuable data source to the wider businessActing as a role model for the Clients' Values, Customer First Principles and BehavioursPromoting a positive relationship between customers and Retailers to ensure that a collaborative partnership with the Retailer network is achievedProviding support to the Retailer network to assist them in achieving a best in class service, driving customer loyalty and retentionEnsuring the Retailer network follow all of the correct processes and proceduresSupporting ongoing marketing activities, working closely with the Marketing teamAchieving positive results that generates high Customer SatisfactionExperience Required:Strong stakeholder negotiation skillsNumerate with excellent attention to detail, with the ability to outline information in a straight forward mannerResults orientated with a determination to make things happenClear demonstration of a Customer First mind-set in everything you doAbility to identify opportunities for improvements and implement changeExcellent time management skills, able to work on multiple tasks and deliver results to agreed schedulesAbility to understand, interpret and action improvementsStrong decision making and problem solving skillsAbility to make quick and competent decisionsExperience Preferred:Call Centre experienceAdditional 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.
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