Customer Experience Advisor - Marlow, United Kingdom - Platinum Resourcing

Platinum Resourcing

Verified Company

Marlow, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our client, a growing, successful and innovative company committed to lowering carbon emissions, is seeking a Customer Experience Advisor to join their team.

Our client truly are leaders in their market and experiencing a period of growth.

The purpose of this role is to deliver an industry leading customer experience and advice to their customers. The role will balance digital customer experience with personal customer interaction.

The role will be varied and includes; first line of contact for all internal communications, initial renewal customers and expert understanding of existing products to ensure the highest standard of advice is provided to customers at all time.

This is a hybrid role working 3 days in the office, 2 days remotely and paying £26,000 - £28,000 depending on experience.

Duties:

To provide the highest level of service contributing to the teams overall KPI performance
Monitor customer portal
Provide advice to customers where possible
Responsible for supporting in achieving an average of 4.8star TrustPilot reviews annually by providing smooth, compliant and efficient customer experience
Ensuring full compliance with Financial Conduct Authority guidelines
Responsible for complaint handling procedures from initial response through to investigation and final response
Responsible for supporting in customer retention and customer renewals by providing fantastic, proactive customer experience
Responsible for supporting with operational and administrative
Responsible for ensuring records within the CRM are kept accurately updated

Skills and experience required:

High levels of accuracy and attention to detail
Strong IT skills (Microsoft office, Live Chat, Dynamics 365, customer portal management and CRM systems would be desirable)
Expert understanding of customer experience
Experience in professional complaint handling
Strong analytical skills
Strong customer influencing skills
Ability to manage own tasks and prioritise workload
Ability to work to tight deadlines in a fast paced environment
Flexible outlook
Enthusiastic with a 'can do' attitude
A willingness to learn and grow within a commercial environment where customer experience and client satisfaction is the primary focus
Full driving licence