PROACTIVE CUSTOMER ENGAGEMENT EXECUTIVE

​WHAT TO EXPECT

• The UK Customer Relationship Centre is a part of our Customer Service function. Its core responsibility is to deliver a customer ownership experience, alongside the company network, that supports the long-term sustainable business growth of both the company 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 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

• We offer full training, a thorough induction plan and a 37-hour working week, that is Monday to Friday 8.00 - 19:00. We also offer hybrid working, 2 days from home per week after training.

• We 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 this company the perfect place to continue your journey.

IN RETURN WE ARE LOOKING FOR

• An expert case manager who can offer and deliver robust solutions, whilst always adopting a Customer First approach, which achieves fast case resolution

• Be able to use customer data that is linked to experience to identify preventative actions to positively influence the customer experience

• Be able to identify bespoke solutions and gestures depending on the customer experience and the rapport that is built

• Where required, someone who can quickly implement the required escalation processes and ensure they are adhered to

• 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

• Verify all contacts and update the Single View (SV) CRM system to ensure complete Data Protection compliance

• 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

• Act as a role model for the company Values, Customer First Principles and Behaviours

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

• 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 follow all of the correct processes and procedures

• Achieve positive results that generates high Customer Satisfaction and loyalty and significantly influencing NPS

WHAT YOU'LL NEED

• Retail Management/Supervisor/Team Leader Experience

• Stakeholder Management experience

• Exceptional Customer Service skills

• Strong communication skills, both written and verbal

• Strong stakeholder negotiation 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 influence effectively across a network, balancing a broad range of priorities, with minimal supervision and under great pressure

• 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