Job Title: Proactive Advisor
Location: Whitley, Coventry / Hybrid
Rate: £23.20ph via an Umbrella Company (Inside IR35) or £17.78ph PAYE
Employment Type: Contract (6 Months)
Hours: Standard 40 Hours Per Week
Reference: J39530
Job Description:
As a Client Experience Advisor, candidate will be a knowledgeable expert in our brands in order to achieve a right first-time response and the highest level of customer service. Candidate will be responding to client's enquiries and complaints on our exciting vehicle line-up and products.
The candidate will also be introducing customers to the Retailer Network and will be supporting them to deliver an exceptional customer experience. Candidate will also be part of a large team, working in a fast-paced and energetic environment managing case workload on a day-to-day basis, meeting tight deadlines, with minimal supervision from the Team Leader. Candidate will also be responsible for managing Customer, Retailer and Third-party contact (telephone/e-mail/digital/letter) taking ownership through to final closure.
The candidate will 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.
The candidate will act as a role model for our client's 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 action.
- Ability to identify opportunities for improvements and implement change.
- Excellent Time Management skills and 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:
Additional Information:
Please Note: 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.
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.