Customer Experience Advisor

2 weeks ago

Coventry, United Kingdom Caresoft Global Full time

**Job Title: Customer Experience Advisor**

**Location: Whitley, Coventry (**Currently we do 3 days remote working and 2 office days (Monday and Thursday) - however this is at business discretion. All training will be on site and will last approximately 2-4 weeks (depending on how the individual is getting on).

**Rate: £23.29 ph via an Umbrella Company (Inside IR35) or £17.85 ph PAYE**

**Employment Type: Contract (12 Months)**

**Hours: Standard 40 Hours Per Week**

**Reference: J38584**

**Description**:
**Skills Required**:

- Customer Service
- Computer-literate
- Timekeeping

**Skills Preferred**:

- Being a knowledgeable expert in the company's brands and products identifying prospect customers and generate leads to the retailer network.
- Identify and manage any complaints on the initial contact and handover seamlessly to the customer solutions teams verifying all contacts and update the SV-CRM system to ensure complete data protection compliance.
- Ensuring that all contacts are captured in the SV-CRM systems to enable the Customer Experience Centre to be a valuable data source to the wider business.
- Acting as a role model for company's values, customer first principles and behaviours promoting a positive relationship between customers and retailers to ensure that a collaborative partnership with the retailer network is achieved.
- Providing support to the retailer network to assist them in achieving a 'best in class' service, driving customer loyalty and retention.
- Ensuring the retailer network follow all of the correct processes and procedures.
- Supporting ongoing marketing activities, working closely with the marketing team.
- Achieving positive results that generates high customer satisfaction.

**Experience Required**:

- Strong stakeholder negotiation skills.
- Numerate with excellent attention to detail, with the ability to outline information in a straightforward manner.
- Results orientated with a determination to make things happen.
- Clear demonstration of a customer first mind-set in every action.
- Ability to identify opportunities for improvements and implement changes.
- Excellent time management skills, able to work on multiple tasks and deliver results to agreed schedules.
- Ability to understand, interpret and action improvements.
- Strong decision making and problem solving skills.
- Ability to make quick and competent decisions.

**Experience Preferred**:

- Call Centre experience.

**Additional Information**:
**This role is INSIDE IR35**

**Salary**: £17.85 per hour

Schedule:

- 8 hour shift

Ability to commute/relocate:

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

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

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