Customer Experience Representative

2 weeks ago

Leeds, United Kingdom Citrus Training Full time

Leeds

**The Company**:
Established in 2004 we are widely recognised as the market leader in safety training. This rapid growth and outstanding success is because the company has been built from the best of best stock within the safety industry. With a blue-chip client list including Openreach, Balfour Beatty, Kier, Barratt Homes and Anglian Water, courses are delivered nationwide at dedicated training centres and at customer sites.

**The Role**:
This is an exciting opportunity to be part of the training support team at Citrus Training. The position offers an exciting opportunity for any individual looking to join an organisation where they will benefit from full training, mentoring and development and enjoy career progression within a fast-growing organisation. The Customer Experience Representative will be responsible for all areas of administration and client queries in relation to customer experience, from the commencement of all courses booked by Citrus Training through to post course certification.

**Key Areas of Responsibility**:

- Internal and external telephone calls, including covering colleagues’ and other departments calls and when necessary
- Liaising with the training team regarding candiate attendance
- Liaising with the admininstration team and sales team for any information required to uphold a exemplary level of customer service
- Updating database with pre and post course information
- Assisting administration and customer experience departments with ad hoc duties and projects as required, in order to simplify and improve the customer experience
- Assisting with all client/delegate enquires relating to courses booked by Citrus Training through to post course certification (including historical bookings)
- Liasing with the training team to resolve queries relating to anything affecting customers experience ie missing equipment, issues relating to specific delegates during courses, failures
- Checking delegate and trainer feedback and reporting issues to relevant departments in line with internal compliance procedures
- Assisting all visitors at our centres where required
- including meeting & greeting
- Addressing/reporting any issues to maintain the high standards of our business

**Equal Opportunities**:
We are committed to equal opportunities in employment and service delivery. The policies and practices of the company aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. It is the responsibility of all Citrus Group employees to always promote equal opportunities and diversity on behalf of the Company throughout the workplace.

**Health & Safety**:
All employees are required to undertake their duties and responsibilities in full accordance with the Citrus Group Health & Safety Policies and Procedures. This includes ensuring that health, safety, and welfare is promoted throughout the workplace and that reasonable care is taken to safeguard their own safety and that of others.

**The Person**:

- Excellent IT skills, especially the use of Microsoft Office suite and databases
- Excellent customer service and people skills with a commitment to upholding excellent customer service levels
- Self-motivated and able to work on their own initiative
- Good communication skills and an excellent telephone manner
- Good literacy and numeracy skills
- Keen eye for accuracy and attention to detail
- Excellent team player and appreciative of the requirements of other departments
- Strong time management and priorities skills
- Positive, proactive and motivated
- Ability to work flexibly

**Hours**:
Monday to Thursday 08:30 - 17:30 & Friday 08:00 - 17:00

**Salary**:
**Benefits**:

- Holiday - 25 Days per annum, plus bank holidays (3 or 4 days to be saved for a shutdown at Christmas).
- Company Sick Pay - full sick pay is available dependent on employees’ meeting the eligibility criteria. Full details are available from HR
- Health Cash Plan and Employee Assistance Programme - available to all employees after the successful completion of the probationary period
- Life Assurance - available to all employees after the successful completion of the probationary period
- Pension - Workplace pension scheme is available
- Eye Care Scheme - Vouchers available for free eye tests

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