Customer Service Executive

2 weeks ago

Nantwich, United Kingdom Return on Investment Ltd Full time

**Location**: Walton on Thames, Surrey

**Hours**:Mon-Thursday, 9am-5.30pm, Friday, 9am
- 4.30pm

**Role overview**

Return on Investment (ROI) is a market-leading business, providing the biggest names in the automotive sector with pioneering sales, customer service, tech and marketing solutions. We are fortunate to work with major, global brands including BMW, JLR, Volvo, Kia and Volkswagen and our clients trust us to solve their biggest challenges with expertise, skills and knowledge. Our success is driven by two things, an absolute focus on delivering excellence to our clients and our desire to be a company that people love to work for. ROI has built an enviable reputation of providing support services to the automotive industry and we are continuously growing.

**What will you do?**
- You will be responsible for managing all Executive level requests through to resolution with all communications meeting at least the minimum quality standard when measured against the Quality Framework
- You will undertake appropriate investigation of Executive contacts, clearly communicate the resolution/outcome, and complete any associated actions to ensure the contact is resolved, in line with SLA requirements
- You will consistently achieve positive feedback to meet the relevant CSAT/NPS score and adhere to best practice, ensuring attention to detail and accuracy is achieved.
- Attend regular calibration and customer journey reviews for coaching to achieve continuous improvement
- You will effectively manage Motor Ombudsman cases including collating supporting documentation by working with the appropriate teams & writing formal responses
- Carry out case reviews for Executive/TMO cases and provide feedback and actions to the CSAM.
- Demonstrate a full understanding of the client’s products and processes e.g., model range, warranty criteria, dealer policies and processes to confidently answer executive complaints through to resolution
- Manage own time to complete a wide variety of tasks, according to priority, balancing calls, webmail, reporting and general administrative duties to complete tasks by the deadlines set.
- Ensure all actions remain compliant with relevant regulatory codes of conduct e.g., GDPR, PECR, Health and Safety and comply with all policies, processes, and procedures
- Conduct administration duties as directed by the Customer Service Assistant Manager

**What should you be able to demonstrate?**
- You must have extensive experience in a senior customer service role or evidence of transferrable skills including strong relationship management skills in order to build effective relationships with clients and key stakeholders
- You must be able to actively listen to be understanding of customer issues and have good problem-solving skills to be able to resolve issues
- You will be customer and solutions focussed with the ability to forward think and respond to customers in a friendly, positive and persuasive manner
- You will be able to empathise when dealing with customers in demanding situations and able to resolve conflicts effectively in a polite and professional manner
- You must have a calm and methodical approach to work, with the ability to multitask
- Able to use own initiative to make decisions based on agreed policies and procedures
- Able to prioritise and manage time effectively to complete a wide variety of tasks and meet deadlines
- You will be a competent PC user with CRM skills as well as strong verbal, written skills
- You will be energetic, able to remain positive and adapt quickly in a changing, environment

**Why you should work for ROI**:
Our people are at the centre of what we do. By joining ROI you will be joining a business that prides itself on offering excellent opportunities for training and development, with market leading benefits to ensure that ROI is genuinely a company our people want to work for.

You will be:

- Working with a well-established client
- Given exciting opportunities for career progression and enrichment - there are many avenues to develop within the business, 80% of our current managers started their journey with ROI in a more junior role

Other benefits include:
22 days holiday (Plus bank holidays) with 3 flexi-days after one year’s service and further increases after three, seven and ten years
Access to healthcare schemes
A day off on your birthday and a voucher to treat yourself to something nice
Offering hybrid working to allow a mixture of home/office working

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