Customer Excellence Advisor

6 months ago

Watford, United Kingdom Ashendon Recruitment Full time

Our client is currently recruiting for a Customer Services Co-Ordinator within a small dedicated team. You’ll be providing customer service excellence to an existing customer base. Reporting to the Customer Services Supervisor, you’ll work closely with the rest of the Employee Engagement Team and contribute to the continued growth and development of a rapidly expanding business.

Responsible for supporting ADMs and their customers as an office based dedicated point of contact. Utilising their relationship skills and extensive knowledge to exceed our customer expectations. Maximising on proactive service delivery and value add solutions. Owning complex and sensitive situations.

You must be a team player with a proven ability to proactively plan, problem solve and prioritise. Experience of prior telephone work will be an advantage as will extensive vehicle knowledge. Comprehensive understanding of SS4C product desirable.

Customer Service
- Take full accountability for the work and service you deliver, exceeding KPIs and SLAs
- Assisting with the post implementation stage of an accounts life, ensuring the company processes are embedded in a way which is positive and efficient for both the company and the employer.
- Responsible for all inbound and outbound interactions in the team
- Own any interaction through to completion, proactively chasing responses internally and externally where needed to complete a task
- Respond to all interactions articulately and professionally, providing all the information required first timeAlways puts themselves in the customers shoes to see things from their perspective
- Take time to understand the customer’s needs, looking for the root cause
- Take on delivering difficult messages, using each opportunity to explain and educate
- Continually reviews what you are doing, implementing improvements
- Champions and is empowered in first contact resolution (FCR)
- Take responsibly to find out if you don’t know the answer
- Management of internal and external systems, keeping information accurate and up to date
- Is flexible to take on bespoke and ad hoc on tasks allocated by Line Manager
- Co-ordinates multiple team responses to give a holistic response where required
- Develops self in marketing leading, latest customer service skills
- Responsible for complex, demanding customer cases
- Responsible for initial customer complaint investigations
- Escalates issues quickly to relevant ADM

Relationship Management
- Build and maintains strong, professional relationships with colleagues and customers (particularly solid relationships with ADMS, Resolutions, Line Manager, Drivers Support and other team Supervisors)
- Pride yourself on being respectful to internal and external people
- Is a role model when dealing with customers and colleagues
- Stay calm and in control when dealing with difficult situations
- Thrive being part of team and does what is asked
- Ask for and responds positively to all feedback provided
- Give developmental and constructive feedback to colleagues Job Description
- Proactively supporting the development of colleagues

There are many benefits to working for our client:

- 25 days holiday for full time and increases with length of service up to max of 28 days
- Holiday purchases of up to an extra 5 days
- Discretionary bonus schemes up to £1000 -2000 a year
- Death in service 4 x annual salary
- Free eye tests every 12 months
- Gym discounts
- Refer a friend scheme up to £1000
- Vectis card -amazing offers and discounts on shopping, eating out and much more.
- Free bus service from Watford train station to Croxley Park
- Daily fresh food baskets
- Happy days - Quiz nights, Pizza in the park, Pancakes on pancake day
- Christmas party
- Annual Away Day in the summer
- Private Medical Insurance through Vitality Health Care (after probationary)
- Access to the Cyclescheme a Cycle to Work scheme (after probationary)
- Access to Perkbox (after probationary)
- Salary Sacrifice Car Scheme (after probationary)

Salary 23 - 25k with Discretionary bonus of up to £1,500

Hours of working 9:00am - 5:00pm Monday to Friday

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00-£25,000.00 per year

**Benefits**:

- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Performance bonus

**Experience**:

- Customer Support & Client Services Occupations: 1 year (preferred)

Work Location: In person

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