What's involved with this role: Title: Interim Customer Experience Advisor/ Admin x2 Job Ref: VLA 5254516 Pay Rate: £11.44 per hour PAYE Hours per week: 40 Monday - Friday, normal working hours Role Length: This opening assignment is for 2 months City: CANNOCK Respond professionally and efficiently to all inbound customer inquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to rates, service and invoice queries, as well as the handling of service failures consistent with Veolia performance standards. Key Responsibilities: Providing a professional and timely response to customer enquiries e.g lift enquiries, ensuring service failures are minimised where possible Communication via a range of channels including phone calls, live chats, text messages, salesforce cases, and email with full adherence to set escalation procedures Gathering and compiling information to ensure all queries are being handled in a timely, efficient manner between call takers and other customer service teams and functions. Provide rates/quotes, information on proof of collections, assist on invoice enquiries, and any other general queries Conducting customer reviews for feedback to ensure satisfaction with service Director complaints, referrals from Service Centres, calls, website, chat, twitter, facebook are all handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty Build strong relationships with internal and external customers Administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative duties Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre qualification questionnaires Support the business in achieving targeted growth, through up-selling and cross-selling Veolia Products and Services. Qualifications: GCSE in Maths and English C or equivalent. Customer service qualification - desirable Knowledge: Experience: Minimum of 12 months recent experience in a similar role or context and ideally within a public sector organisation. Previous experience within the waste industry - desirable Previous customer service experience - desirable Previous experience of using CRM applications e.g Salesforce - desirable Skills & Abilities: Excellent written and verbal communication skills with strong interpersonal skills. Attention to detail skills. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite). Patient and able to effectively handle conflict situations and provide empathy. Ability to multitask. Typing 40 w.p.m. Must possess excellent telephone etiquette. Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for. Please feel free to apply to us direct via jobstclrec.com by quoting the job reference and exact job title. To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF. If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms. We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity. Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days please assume that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles. ALD Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please