Job Title: Proactive Customer Engagement Executive
Location: Whitley, Coventry
Rate: £23.99ph via an Umbrella Company (Inside IR35) or £17.98ph PAYE
Employment Type: Contract (12 Months)
Hours: Standard 40 Hours Per Week
Reference: J35926112
Job Description:
The UK Customer Relationship Centre is a part of our client's Customer Service function. Its core responsibility is to deliver a customer ownership experience, alongside their client's UK Retailer network, that supports the long-term sustainable business growth of both of our client's brands.
You will be a knowledgeable expert in our brands and will give our customers the highest level of customer service. You will be managing a portfolio of customers and offering solutions to our customer’s enquiries. You will be part of a large team, working in a fast-paced and energetic environment, whilst managing proactive contacts to and from customers, retailers and third parties on a daily basis. Ideally, you are already a customer service expert or you are looking for a move from retail, travel or hospitality.
What we offer:
Our client offers full training, a thorough induction plan, that is Monday to Friday. We also offer hybrid working, 2 days from home per week after training. They offer support and focus on upskilling and development opportunities, and in the future, you could also find many opportunities to further your career with a world-class team. All this and more makes our client the perfect place to continue your journey.
In return what we are looking for:
1. An expert case manager who can offer and deliver robust solutions, whilst always adopting a Customer First approach, which achieves fast case resolution.
2. Be able to use customer data that is linked to experience to identify preventative actions to positively influence the customer experience.
3. Be able to identify bespoke solutions and gestures depending on the customer experience and the rapport that is built.
4. Where required, someone who can quickly implement the required escalation processes and ensure they are adhered to.
5. You will be able to identify opportunities for process improvement, both in the Customer Relationship Centre and Retailer network, and ensure this is raised through the relevant reporting platform.
6. Verify all contacts and update the Single View (SV) CRM System to ensure complete Data Protection compliance.
7. Ensure all contacts are captured in the SV-CRM systems to enable the Customer Relationship Centre to be a valuable data source to the wider business.
8. Act as a role model for our client's Values, Customer First Principles and Behaviours.
9. Promote a positive relationship between Customers and Retailers to ensure that a collaborative partnership with the Retailer network is achieved.
10. Provide support to the Retailer Network to assist them in achieving a ‘best in class service” driving customer loyalty and retention.
11. Ensure the Retailer network follow all of the correct processes and procedures.
12. Achieve positive results that generates high Customer Satisfaction and loyalty and significantly influencing NPS.
What you will need:
1. Retail Management/Supervisor/Team Leader Experience.
2. Stakeholder Management experience.
3. Exceptional Customer Service skills.
4. Strong communication skills, both written and verbal.
5. Strong stakeholder negotiation skills.
6. Numerate with excellent attention to detail with the ability to outline information in a straightforward manner.
7. Results orientated with a determination to make things happen.
8. A highly motivated, energetic and inspirational team player.
9. Ability to influence effectively across a network, balancing a broad range of priorities with minimal supervision and under great pressure.
10. Clear demonstration of a Customer First mind-set in everything you do.
11. Ability to identify opportunities for improvements and implement change.
12. Excellent time management skills, able to work on multiple tasks and deliver results to agreed schedules.
13. Ability to understand, interpret and action improvements.
14. Strong decision making and problem-solving skills.
15. Ability to make quick and competent decisions.
Additional Information:
40 hour week with 2 shift patterns, which is rotated on a weekly basis:
08:00 to 16:30
08:30 to 17:00
Hybrid working - 2 days onsite (Tuesdays & Wednesdays) - will be required onsite full time during training.
This role is INSIDE IR35
Do not miss out on your chance of interview – APPLY NOW!
Our Clients are unable to provide sponsorship for Tier 2 General Visas; therefore, only candidates eligible to work in the UK need apply!
Caresoft Global Limited operates as an Employment Business and Employment Agency. We are an independent highly-experienced recruitment consultancy dedicated to specialist markets within the Automotive, Aerospace, Agricultural & Construction Industries.
No terminology within this advert is intended to unlawfully discriminate on the grounds of age, sex, race or disability and we welcome all applications.
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