customer relations Rickmansworth, England
Job description
About The Role
RAC have an exciting opportunity for a Customer Service Advisor – Executive office to join Executive Office team at Renault’s Head Quarters in Maple Cross, Rickmansworth on a Full time Permanent Basis.As an Executive Office Advisor, you will play an integral role in ensuring the delivery of a World Class Customer experience for Renault UK, by acting as a focal point for director correspondence, litigation and car swap/complex cases. The role requires the ability to progress complex cases to completion by supporting colleagues, sharing knowledge and best practice whilst also having the ability to make decisions pro-actively to support the needs of the customer.
There will be the expectation of being able to develop effective working relationships within Renault UK demonstrating an understanding of business, facilitating the resolution of complex tasks and cases and managing costs in the most customer centric way possible.
Ideal candidate will be able to work out of Renault office three days per week (as per expectation) with the other two days being more flexible.
Location; Maple Cross, Rickmansworth
Hours; Monday-Friday, 40hrs Per week, Hybrid.
Salary; £30,000-£31,000 depending on experience.
Key Accountabilities:
- Represent Renault Customer Services within RUK, championing a focus on customer delivery by consistently delivering the highest level of experience for Renault Customers.
- Resolve ad-hoc customer issues as a result of escalation through RUK Senior Management Team efficiently.
- Ensure customer contact takes place timely, keeping promises to customer regarding updates and demonstrating the ability to provide excellent communication to our customers both verbally and in a formal written approach
- Handle all senior complaint escalations, Director and Press correspondence, investigating thoroughly and promptly, using all resources available to ensure effective, timely and individual resolutions, and a written response provided in line with Brand tone of voice and accurate.
- Build a relationship with Renault UK dealer network to support the resolution of complex cases by reaching decisions that are in the interest of the customer, and Renault UK.
- Ownership for Motor Ombudsman case reports, documentation for legal cases and collation of all details for Subject Access Requests as received from customers through Renault DPO.
- Escalate issues impacting the customer experience to the appropriate department within RUK as quickly as possible in order to resolve issue whilst maintaining contact with the customer to retain the quality of the experience
- Achieve set KPI’s including but not limited to:-
- Case resolution times to be reduced
- Quality measures to be adhered to
- Reduction of escalated complaints with multiple contacts.
- Delivery of TMO responses within industry guidelines
- Apply CRA understanding and awareness to assist with decision making where legally required and obligated to the customer.
What we are looking for:
- Experience in working in a customer service environment involving complete ownership for the customer
- Knowledge of customer service contact channels – face to face, phone and email etc and be confident in all
- Ability to handle and resolve conflict effectively
- Tenacious, friendly and outgoing personality
- Values driven to always delight your customers
- Knowledge of multi-channel contact centre environment and how to resource to deliver and recommend world class response times.
- Ability to deliver high quality results at pace in high pressure environments.
In return, we offer a competitive salary, contributory pension scheme, life insurance, 25 days annual leave, free on-site parking across all 3 sites and free RAC breakdown cover. We also offer a range of other flexible employee benefits for you to choose from.
