Job Description

Position Title: Client Experience Advisor - 39530

Location: Coventry

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 closure, Be an expert Case Manager and offer robust solutions, whilst adopting a Customer First approach at all times which subsequently achieves fast case resolution

Where required, quickly implement the required escalation process and ensure they are adhered to on each occasion Identify poor performance and ensure this is raised through the relevant reporting platform Ensure 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 business

Act as a role model for business Values, Customer First Behaviours and concern resolution. Promote positive relationship between customers and Retailers to ensure our integration with the Retailer network is seamless. Provide support to the Retailer network to assist them in achieving a ‘best in class’ service, driving customer loyalty and retention. Ensure the Retailer network follows all correct processes and procedures to address any technical/quality issue. Achieve great results in respect to Customer Satisfaction and Concern Resolution

Skills Required:

* Customer service

* Computer-literate

* Timekeeping

Experience Required:

* Strong stakeholder negotiation skills

* Numerate with excellent attention to detail, with the ability to outline information in a straight forward manner

* Results orientated with a determination to make things happen

* Clear demonstration of a Customer First mind-set in everything you do

* Ability to identify opportunities for improvements and implement change

* Excellent time management skills, able to work on multiple tasks and deliver results to agreed schedules

* Ability to understand, interpret and action improvements

* Strong decision making and problem solving skills

* Ability to make quick and competent decisions

Experience Preferred:

Call Centre experience