Customer Experience Advisor

Job Description:

Our OEM Client based in Whitley, Coventry, is searching for Customer Experience Advisor to join their team, Inside IR35.

Umbrella Pay Rate: £23.64 per hour.

The UK Client Relationship Centre is a part of our Customer Experience function. Its core responsibility is to become the proud creator of the world's most desirable, modern luxury brands for the most discerning of clients through delivering exceptional client experiences and support.

These services are delivered by our exceptional client experience team. As a Client Experience Advisor, you will be a knowledgeable expert in our brands in order to achieve effective solutions and deliver the highest level of client experience.

You will be part of a large team, working in fast paced and energetic environment, whilst managing inbound and proactive contacts to and from Clients, Retailers and Third parties on a daily basis.

We recruit for attitude and train for skills so looking for candidates with an aptitude for delivering exceptional client experience and candidates are welcome from all industries.

Key Performance Indicators:

• High client satisfaction returns via both phone and online chat facilities.
• Responsibly reviewing goodwill.

Key Accountabilities and Responsibilities: 

• Offering exceptional client support for all of our client’s product owners, being a critical point of contact and resolution.
• Responsible for building rapport with clients and / or retail teams, accurately understanding queries and delivering exceptional services aiming to provide a first point of resolution whenever possible.
• Manage client and retailer inbound and outbound contact via all customer communication channels to include telephone, chat, social media and email.
• Be a knowledgeable expert in our client’s brand and products.
• Identify and manage any complaints on the initial contact.
• Adopt a Modern Luxury mindset approach in the way you offer robust solutions with the client at the heart of everything you do.
• Identify opportunities for process improvement, both in the Client Relationship Centre, retailer network and wider business, taking action to continuously improve the operation for the benefit of the client and / or the retailer.
• Maintain effective relationships across the whole client’s business and retail network driving client experience.
• Drive data quality through effective management of client data in Customer Management Systems and be a champion of data protection compliance.
• Provide creative Client and Retailer solutions where the client is at the heart of all decision making.
• Working across all our client’s functions, UK national sales centre, retail network and third parties to drive client experience.
• Financially empowered to take appropriate decisions in support of client satisfaction.
• Act as a role model for our client’s values, principles and behaviours and a true ambassador for delivering modern luxury service delivery.
• Provide support to the retailer network to assist them in achieving truly modern luxury service delivery, driving client loyalty and retention.
• Achieve positive results that generates high customer satisfaction.

Key Interactions:

• Working across all our client’s business functions to support client queries and problems to include engineering, manufacturing, legal and commercial.
• All Retail Partners Third Party service providers who support the client experience, examples being the AA, energy providers, insurers.
• Our client is committed to equal opportunity for all.

Essential Knowledge, Skills and Experience:

• We recruit for attitude and train for skills so looking for candidates with an aptitude for delivering exceptional client experiences.
• Experience in delivery of exceptional client experiences is preferential, and this can be from retail, hotelier, travel, entertainment or other relevant sectors, equally welcome client experience team members from other automotive brands.
• An individual with a client first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, seamless and dependable.
• An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs.
• Strong decision making and problem-solving skills.
• An individual who is able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.
• An effective team player, actively leads, develops and supports team members.
• An individual who enables speed in decision making through establishing alignment, clarity, appropriate resources and sense of urgency whilst bringing others along.
• Technologically savvy with an ability to navigate multiple client management technologies and previous experience desirable.
• Strong communication skills, both written and verbal.
• Strong Stakeholder Management skills.
• Numerate with excellent attention to detail with the ability to outline information in a straightforward manner.
• Results orientated with a determination to make things happen.
• A highly motivated, energetic and inspirational team player.
• 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 make quick and competent decisions.
• Experience of managing a high volume of queries.

 Desirable Knowledge, Skills and Experience:

• Having worked in a role which has implemented a goodwill process to clients, having reviewed and communicated these decisions to clients.

 Personal Profile:

• Individual must be client centric, putting the client at the heart of every action they do.
• The individual must be attentive to the finest of details and show great care and passion for our client’s brand.
• Adept at multitasking and handling diverse customer needs in a dynamic environment.
• Fully proficient in verbal and written communication to support our clients across various platforms.