Customer Experience Advisor

Description

Customer Experience Advisor

Payrate: £12.71 per hr. via PAYE

Contract Length - ASAP to until 31st Dec 2026

Location: WS11, Norton Canes, Cannock, UK

Working Pattern: Fully Onsite - 40hr. per week (8:30 - 17:00)

Purpose:

To 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 Client performance standards.

Responsibilities:

Providing a professional and timely response to customer enquiries e.g lift enquiries, ensuring service failures are minimized 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

To support the business in achieving targeted growth, through up-selling and cross-selling Client Products and Services.

Duty of care to follow through and understand Data Protection, Confidentiality, Terms & Conditions of Contracts, Legislation

Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI

Supporting the annual price increase programme

Supporting the annual duty of care compliance programme

Adhere to all applicable call flow processes and Quality Assurance requirements

Supporting other teams within the department according to the needs of the business

Performance Measures

Responsible for 100% internal and external customer satisfaction Interact effectively with other members of the customer experience, operations and sales teams The

Customer Experience advisor is responsible for achieving the KPIs and Objectives:

All phone calls and live chats answered in 10 seconds or less. xjnqpsq

95% of files closed within the milestone period in Salesforce

All Customer queries logged on Salesforce

Respond and acknowledge 90% of all enquiries within 4 hours, with a further update in 24hrs.

Qualifications, role specific Knowledge & Skills:

A commitment to providing a great customer experience

Excellent written & verbal communication

Strong interpersonal skills

Attention to detail

Must possess excellent telephone etiquette

Proven ability to work under pressure

Focused and self motivated

Patient and able to effectively handle conflict situations and provide empathy

Ability to multitask

Computer literacy

Typing 40 w.p.m.

Working knowledge of Google Office Applications (Sheets/Docs)

GCSE in Maths & English C+ or equivalent

Desirable

Previous customer service experience

Customer service qualification

Previous experience within the waste industry

Commercial awareness

Previous experience of using CRM applications e.g Salesforce

Ability to speak another language

If shortlisted, a recruiter from the team will contact you within 24-48 hours for an initial discussion. The call will come from a Manchester number (either 0161 or +44 161).

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy

Ad ID: 5418979399