Delivering Exceptional Customer Experience Specialist
6 days ago
We are seeking an individual to excel in a specialist customer experience position. This role is ideal for someone with exceptional interpersonal skills and a passion for delivering outstanding customer support.
The successful candidate will be the primary point of contact for customers, providing prompt, informative, and accurate responses via multiple channels. They will work closely with various teams to establish effective relationships, handle inquiries, address questions, resolve issues, and offer information on our services.
Key Responsibilities- Respond promptly to customer inquiries, ensuring high satisfaction and meeting established KPIs.
- Log and resolve customer complaints following established procedures, maintaining compliance with relevant regulations.
- Build and nurture positive relationships with our dealer network and third-party retail partners, ensuring all interactions are authorised by the customer.
- Handle sensitive cases involving deceased customers, pre-arrears, and changes of circumstances with empathy and professionalism.
- Assess customer accounts daily to ensure accurate refunds are processed promptly, collaborating with our Finance team to allocate funds and issue refunds efficiently.
- Maintain high standards in communication, ensuring responses are timely, informative, and accurate, reflecting our commitment to care and attention to detail.
- Confirm and update customer contact information regularly to ensure accurate correspondence, including scheduled notifications.
- Engage proactively with customers nearing contract expiration to foster retention and continued partnership.
- Contribute to ongoing process improvements and best practice sharing.
- Manage ad-hoc projects to enhance overall client experiences alongside daily responsibilities.
- Previous experience in customer service, including administration and customer calls, ideally within the motor trade industry or Financial Services.
- Proficiency in Microsoft Excel, Word, and PowerPoint.
- Knowledge of Financial Services products and industry standards.
- Excellent organisational skills and attention to detail.
- Ability to thrive in a high-pressure environment.
- Strong understanding of best practices for reviewing and continuously improving operational processes.
As a valued member of our team, you can expect a range of benefits, including flexible working arrangements, hybrid remote and office working, and opportunities for professional development.
At our organisation, we are committed to creating a supportive and inclusive environment that values diversity and promotes equal opportunities.
Additional InformationJoin us and take the first step towards a rewarding career in customer experience. We look forward to welcoming talented individuals who share our passion for delivering exceptional customer service.
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