Customer Experience Administrator

2 weeks ago

Braintree, United Kingdom CARECO UK LTD Full time

Here at CareCo, we’re all about making life easier for people. It gets us out of bed in the morning, and it sends us home at the end of the day knowing we’ve done our bit to help somebody with their day-to-day struggles.

At the heart of making all that happen is our Customer Experience team.

If you’ve got a knack for building relationships, maintaining exceptionally high service levels and communicating effectively and efficiently, you’ll be a great fit for our Customer Experience Administrator role.

To succeed in this varied role, you’ll be a process-driven individual with more than a keen eye for detail and the ability to build strong relationships. Day to day, you’ll be collaborating with our courier and carrier partners to raise issues, monitor progress and push for service improvements. You’ll also be comfortable dealing with our customers, communicating with empathy and patience, and willing to show initiative and raise issues internally to improve our systems and processes.

**What does this role involve?**

As our Customer Experience Administrator, you will:

- Liaise effectively with couriers to develop good relationships and maintain up-to-date procedures and high service levels.
- Implement the Courier Claims process ensuring accuracy and timely information.
- Accurately process replacement orders when required to complete the claims procedure.
- Upload documents correctly and on time.
- Liaise with colleagues within the Customer Experience function to understand how improvements can be made to processes and procedures.
- Implement the non-received goods process, including communicating with customers where necessary.
- Communicate effectively with the Returns function to ensure the Courier Claims process is followed through correctly.
- Ensure the lost property process is implemented and product is returned and accounted for to minimise loss.
- Organise and attend regular meetings with 3rd party courier contacts to raise issues, monitor progress and develop/maintain relationships.
- Provide and distribute reports ensuring all claim information and progress is communicated regularly.

It’s also a great time to become a part of CareCo. We’re the fastest growing mobility retailer in the UK, with new mobility showrooms opening every year up and down the country. And you’ll be joining a Customer Experience team committed to working in an innovative way, located in our brand new, spacious and light-filled Head Office/Warehouse in Braintree, Essex. This role also gives you access to a redesigned benefits package that includes loyalty holiday bonuses, discounts at high street retailers and restaurants, a Cycle to Work scheme and a subsidised on-site cafeteria.

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

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Store discount

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Braintree: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Administrative experience: 1 year (preferred)

Work Location: In person

Reference ID: Customer Experience Administrator - Braintree

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