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Customer Experience Advisor

Duration: 12 Months Rolling

Location: Whitley

Working for our high profile client in the automotive industry.

Inside IR35 - £21.96 per hour - Umbrella Rate

Position Description:

• As a Customer Experience Advisor, you'll be a knowledgeable expert in our brands in order to achieve a right first time response and the highest level of customer service.
• You'll be responding to customers’ enquiries 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'll 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 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

Excellent Opportunity with immediate starts available

Job Types: Full-time, Contract
Contract length: 12 months

Salary: £21.96 per hour

Work Location: In person