Client Experience Advisor - Coventry, United Kingdom - CONTECHS

Description

Order Ref: 39530

Position Title:
Client Experience Advisor Duration: 6

Month Location:
WhitleyDivision:

Marketing Position Description:

As a Client 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 clients enquiries and complaints 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, managing your own case workload on a day to day basis, meeting tight deadlines, with minimal supervision from your Team Leader.

You'll also be responsible for:
Manage customer, Retailer and third party contact (telephone/e-mail/digital/letter) taking ownership through to final closureBe an expert Case Manager and offer robust solutions, whilst adopting a Customer First approach at all times which subsequently achieves fast case resolutionWhere required, quickly implement the required escalation process and ensure they are adhered to on each occasionIdentify poor performance and ensure this is raised through the relevant reporting platformEnsure all contacts are captured in the Customer Experience Centre Case Management Systems to enable the CEC to be a valuable data source to the wider businessAct as a role model for the Company Values, Customer First Behaviours and concern resolutionPromote positive relationship between customers and Retailers to ensure our integration with the Retailer network is seamlessProvide support to the Retailer network to assist them in achieving a "best in class" service, driving customer loyalty and retentionEnsure the Retailer network follows all correct processes and procedures to address any technical/quality issueAchieve great results in respect to Customer Satisfaction and

Concern Resolution Skills Required:
Customer serviceComputer-literate

Timekeeping Experience Required:
Strong stakeholder negotiation skillsNumerate with excellent attention to detail, with the ability to outline information in a straight forward mannerResults orientated with a determination to make things happenClear demonstration of a Customer First mind-set in everything you doAbility to identify opportunities for improvements and implement changeExcellent time management skills, able to work on multiple tasks and deliver results to agreed schedulesAbility to understand, interpret and action improvementsStrong decision making and problem solving skills Ability to make quick and competent decisions

Experience Preferred:
Call Centre experience Additional Information :2/4 week initial training is on site in Coventry.
After this period, providing the business is happy with performance the candidate can work remotely 3 days a week.
The two office days are Tuesday and Wednesday - subject to change.
Shifts are on a rotation, 1 week Mon-Fri 8:00 - 16:30, next week Mon-Fri 8:30-17:00 Hybrid Working Subject To change on business needs, currently Tuesday and Wednesday are our office days