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Position Title: Corporate Executive Support

Duration: 16 Month Rolling Contract

Location: Whitley

Working for our high profile customer in the automotive sector.

Inside IR35 (Umbrella Rate) - £22.00 per hour

Position Description:

• The CRM Retail Team is responsible for supporting the UK retailer network with any queries or client requirements they may have.
• As a Corporate Executive Support, you will provide high quality service to the Clients’ and exemplary support to the retailer network upon each and every contact with the company.
• You will be responsible for managing your own case workload on a day-to-day basis, meeting tight deadlines, with minimal supervision from your Team Leader.
• You will be responsible for acting as an escalation point for the retailers network, extensive decision making and an escalation point for our clients.
• The role includes making exemplary financial decisions, managing difficult conversations and providing fair outcomes for our clients and retail partners.
• You will be part of a large team, working in a fast paced and energetic environment, whilst managing inbound and proactive contacts to and from clients, Retailers and third parties on a daily basis.

Skills Required:

• Customer Service
• Computer-Literate
• Timekeeping

The Role:

• Manage client, 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 modern luxury 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 Client Relationship Centre Case Management Systems to enable the CRC to be a valuable data source to the wider business.
• Act as a role model for Client values and implement concern resolution.
• Promote positive relationship between clients 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 client 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 client satisfaction and concern resolution.
• Handle third party contact relating to UK clients - Motor Codes Ltd, Trading Standards, Police, Court, Solicitors, Independent Arbitration, Press Office and insurance Companies.
• Liaise between varying departments within the Client, including Technical Services, Engineering, Order Control, Financial Services, Corporate and TDMS and the Warranty teams.
• To provide up to date case management statistics and detail within the required reporting platform
• Draft letters in response to client contact, and present to Directors for signature, if necessary.
• To provide case synopsis where required to senior members of staff to facilitate decision making
• Experience Required:
• 3+ years customer service experience
• Results oriented with a determination to make things happen
• A highly motivated, energetic and inspirational team player
• Ability to influence effectively across the network, balancing a broad range of priorities, with minimal supervision and under great pressure.
• Confident and out-going with exceptional networking, inter-personal and influencing skills, possessing advanced communication skills.
• Process orientated with great attention to detail.
• Ability to identify opportunities for improvements and implement change.
• Excellent time management skills, ability to work to deadlines 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 :

• 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.

Excellent Opportunity with immediate starts available

Job Types: Full-time, Fixed term contract
Contract length: 16 months

Salary: £22.00 per hour

Benefits:

• Life insurance

Schedule:

• Monday to Friday

Work Location: In person