Wickes Customer Experience Coordinator

6 months ago

Clydebank, United Kingdom Ascensos Full time

**Ascensos** is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, Ann Summers, Wickes, KFC and Big Bus Tours.

We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.

**What We’re Looking For**

Do you love being around people and making them happy? If you’re also a good listener and a bit of a problem solver with great communication skills, then you’ll love being on the front line of making the magic happen

Every day brings new challenges and excitement, and every customer interaction allows you to do what you do best: find solutions and provide exceptional customer service. As a Customer Service Advisor with Ascensos, you will work within a fully supported environment, where you can demonstrate your commitment to providing outstanding customer support through your skills and personality.

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind; because we love our people, and if our people love the brand they work with, then we know that customers will continue to love that brand.

Key to delivering a world-class customer experience for our clients means relating to their customers and being a great listener with the ability to demonstrate empathy as you understand and proactively work to resolve issues their customers experience both pre-and post-purchase.

**BACKGROUND**:
Want to work in a customer service role where you can actually own the whole customer experience? Then come and join the Ascensos team and work on an exciting customer experience launch with our fantastic partner Wickes.

Wickes are a leading household name known for their expertise in the home improvement industry. Their purpose is to help the nation feel house proud. They deliver this through their high-quality range of kitchens, bathrooms, and home offices combined with outstanding Design and Installation services.

We are looking for team members to join their brand-new Installation Services Customer Experience Centre. Team members in the Installation Services Customer Experience Centre will partner with customers through their home improvement journey, helping Wickes to deliver an industry-leading experience for their customers.

This isn’t just any customer service roleAs a Customer Experience Coordinator for Wickes Installation Services Customer Experience Centre:

- You will have a critical role in guiding, supporting, and reassuring their customers through their transformation, every step of the way
- You will provide a personal ‘white glove’ service to customers, enhancing their design and installation services.
- You will be responsible for coordinating their customers journey from the point of purchase to completion of their chosen project
- You will proactively communicate product and service information via outbound calling, act as a liaison, answer questions, as well as identify and resolve any emerging problems that their customers might face during their installation project.
- You will build strong relationships, collaborate and problem solve with key internal stakeholders, such as Design Consultants and Installers
- You will help Wickes deliver on their promises, in style, ultimately helping their customers to feel house proud

Are you patient, empathetic, passionately communicative? Do you understand the value of excellent communication skills and are passionate about delivering excellent customer service? Do you have a current quality score of above 80%? If so, this could be the role for you:
**Main Responsibilities**:
1) Proactive & excellent personal service:

- You will offer a personal, proactive, and friendly Customer Service experience
- You will proactively manage the cases allocated to you and balance the needs of multiple customers and their projects
- You will guide & support customers at each step leading to a great customer experience

2) Joining up the customer journey for all stakeholders - building strong relationships along the way
- You will manage internal stakeholders and external customers, keep all parties fully informed, take ownership of queries and minimize impact on the customer experience. You will have the ability to connect the dots and work collaboratively, using judgement with different parties and personalities to bring the customer's journey together.

3) Effective working at pace balancing multiple customers needs
- You will work efficiently and effectively to balance the needs of multiple customers within your care. You will accurately r

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