Customer Experience Executive - Norwich, United Kingdom - EVO Group

EVO Group

Verified Company

Norwich, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role Title:
Customer Experience Executive

Division:
Banner Customer Experience Team - Wider Public Sector / Central Government / Healthcare

Reports To:
Customer Experience Manager

Based:
Norwich
Role Specification

Role Objective:

The Customer Experience Executive will maintain and expand relationships within a portfolio of customers within a specific division.

They are responsible for maximising the Customer Experience and objectives of this group of customers and being fully responsible for achieving all Customer Experience measures.

Through a proactive and passionate approach, the Customer Experience Executive will ensure assigned customers' needs and expectations are exceeded and documented in accordance with company standards, which is supported by framework compliancy and company SLAs.

The Customer Experience Representative will be the voice of the customer ensuring every customer intervention is focused on developing the transaction into a meaningful interaction.

The Customer Experience Executive will have excellent interpersonal communication skills, be a strong influencer, with proven negotiation skills and the ability to gather customer information and analyse industry and customer specific data to create customer specific solutions.

Summary of Role Responsibilities:

Meet and exceed business and department SLA's, from responding to a query to providing a customer a quote.
Proactively upsell products and services to existing customer area.
Identify new opportunities for products outside of the contracted category.
Utilise internal category representatives to support with category growth.
Keep accurate databases of customer information and opportunity.
Promote relevant campaigns within the portfolio of accounts.
Utilise information systems to conduct trend and gap analysis to understand and act on customer opportunities and pain points.
Deliver performance and achieve Customer Experience metrics.
Deliver appropriate customer outcomes, ensuring investigations adhere to SLA's whilst protecting company profitability.
Hit daily, weekly, and monthly KPIs, as outlined by the Customer Experience Manager.
Collaborate with key stakeholders within the business to ensure that customer content collected is of the highest quality.
Work towards a GP target for the channel.
Actively contributes to a positive working environment, whilst promoting the business' core values and required culture.
Supporting the Customer Experience Manager with additional tasks where necessary to ensure our customers receive a bestinclass service.

Person Specification

QUALIFICATIONS/EXPERIENCE

Essential

Track record in a customer focused telephony environment
Proven track record of having the customers' needs at the heart of all activity
Works well within a team and contributes success to a common goal

Desirable

Experience in servicing customers end to end
Experience understanding run rated sales and GP
Strives to achieve targets and KPIs
Experience in managing Public Sector Accounts, including framework compliancy

SKILLS/ ABILITIES

Essential

Excellent interpersonal skills
Customer focused
Able to build rapport quickly
PC literate
Able to work to targets / measures
Ability to adapt and engage with change
Critical thinking, ability to solve problems effectively with the longterm solution in mind

Desirable

DISPOSITION

Integrity
Customer focused
Performance and results focused
Flexible
Excellent time keeping
High level of organisational skills

DIVERSITY AND ANTI-DISCRIMINATION STATEMENT
It is our people that make us successful and so we are committed to making
evo an inclusive workplace.

We encourage a diverse culture, in which we value you for being you, and the excellent contributions you make to business, no matter your age, gender, disability, marital status, sexual orientation, race, nationality or religion.

evo expect their employees to respect one another and treat their colleagues, and others that they come into contact with, as they would wish to be treated themselves.

evo are proud to be a 'Disability Confident' accredited employer. We have a strong CSR and ESG ethos which is reflected in our Company values and the work we do.

_ NOTE__:

_**_The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.