Client Experience Advisor

Location Coventry
Job type: Contract
Salary: £23.15PH Umbrella
Contact name: Johanna Cowan

Contact email:
Contact phone: 01245403560
Job ref: 39326
Published: about 1 month ago
Duration: 12 months
Expiry date: 17 Feb 2024 23:59
Startdate: ASAP

​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 client's 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, whilst managing inbound and proactive contacts to and from customers, Retailers and third parties on a daily basis.

  • You'll also be responsible for:

  • Managing customer and Retailer inbound and proactive outbound contacts via telephone, e-mail, social and digital platforms

  • Being a knowledgeable expert in the client brands and products

  • Identifying prospect customers and generate leads to the Retailer network

  • Identifying and manage any complaints on the initial contact and handover seamlessly to the Customer Solutions team

  • Verifying all contacts and update the SV-CRM system to ensure complete Data Protection compliance

  • Ensuring all contacts are captured in the SV-CRM systems to enable the Customer

  • Experience Centre to be a valuable data source to the wider business

  • Acting as a role model for the Client Values, Customer First Principles and Behaviours

  • Promoting a positive relationship between customers and Retailers to ensure that a collaborative partnership with the Retailer network is achieved

  • Providing support to the Retailer network to assist them in achieving a `best in class' service, driving customer loyalty and retention

  • Ensuring the Retailer network follow all of the correct processes and procedures

  • Supporting ongoing marketing activities, working closely with the Marketing team

  • Achieving positive results that generates high Customer Satisfaction

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