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DESCRIPTION

Foxwood are on the lookout for a Customer Experience Advisor on behalf of a forward-thinking client based in Cardiff. We’re after a real people person with an enthusiasm for problem solving: someone with the confidence to communicate with customers whatever way they choose to get in touch. The successful candidate will deal with complaints, payments, refunds and most importantly helping our client’s customers save money.

What will you be doing?

You will be responsible for supporting customers at every stage of the customer journey:

• Answering customer queries through an omni-channel contact solution.
• Supporting customers to set up their accounts.
• Taking payments and issuing refunds.
• Diagnosing technical problems that may have happened, working with the technical team.
• Following up on customer problems and managing the issue until it is solved.
• Educating our client’s customers on how their product system works and supporting their associated lifestyle change!
• As this role is a new function in our client’s organisation, this role will also involve some administration and supporting the delivery of the company’s customer offer.

What About Skills & Qualifications?

• Previous customer service is an advantage, but you will receive full training in the role so attitude and personality is what really counts.
• Strong oral and written communication skills are essential.
• We are looking for someone who loves to get things organised so that you don’t miss a trick for our client’s customers.
• Experience in a customer service role, within a regulated industry would be great.

What’s In It For You?

• Permanent: Our client is a growing SME and sees this role as a permanent addition to their growing team.
• Full Time: We're looking for about 37 hours per week for this role – what would generally be called “Full Time”. We’ll also consider applicants looking to work Part Time. How that breaks into days or a working pattern is flexible, the priority however is maintaining required service hours for our client’s customers.
• Working Times: The core hours are dictated by company service hours which are 08:00 until 17:00, working hours will be within these hours, depending on the agreed working pattern. Everything will be done offer the same level of working flexibility across the business.
• Location: Ideally the majority of your time will be spent in our client’s Cardiff City Centre offices to integrate into the team environment. Otherwise, getting the work done rather than where it gets done is the priority: there is a comprehensive setup for remote working. Please Note: this role may require a little more contact initially as part of the training and development needed so be set up for remote working (subject to Covid-19 restrictions of course!)
• Salary: Competitive (of course). This also depends on the agreed weekly total hours.
• Perks: 6% pension contribution; healthcare with family and dental options; electric vehicle scheme; equity scheme; cycle to work scheme; training and development support of course; office fruit bowl & refreshments!

If you are the ultimate people person with a love of all things customer service, this is the perfect opportunity to be a part of a company with huge plans for 2021! Give us a shout on 01633 749400 or, even better, send your CV to [email protected] for consideration today!