Customer Loyalty Executive

4 weeks ago

Hessle, United Kingdom Aquilo Full time

Aquilo recruitment are working with a marketing leading business who are looking to add a customer loyalty executive to their growing marketing team, if you are looking for a new challenge and a company who prides themselves in progression this could bethe role for you.

The company also offer hybrid working of 2 days working from home, onsite parking and modern offices with a great working environment.

Job Purpose
- To manage and support all customer loyalty programmes including Installer Connect, Developer Connect, Contractor Connect and Ideal Partnership as a key customer contact to support business growth and objectives.
Experience
- Experience of telemarketing/telesales/helpdesk or a similar role involving telephone interaction with customers
- Experience of working within a fast-paced, results-orientated business
Profile
- Individual must be enthusiastic, detail-oriented, a self-starter and able to demonstrate initiative
- Exceptional customer service skills and a friendly and polite telephone manner
- Strong interpersonal skills
- Confidence with problem solving and the ability to see problems through to the end
- Team player able to work constructively and positively in supporting colleagues and all aspects of brand development and success.
- Exceptional project management skills with ability to manage tasks and projects effectively with short deadlines and provide follow-through on multiple projects.
- Proficient computer skills including experience with MS Office products, SAP/CRM or similar systems
- Holds full valid UK driving licence
Key Measures
- Help desk calls answered
- New member requests completed
- Boilers registered in the usual way (boiler registration form)
- Rewards processed
- Warranty amendments completed
- Gas Safe registrations completed
- Contracts set up correctly (CC)
- Sales team queries resolved
- Daily text detailing boiler registration activity
- Meets monthly targets (KPI’s)
Job Responsibilities and Major Activities
- Responsible for the day to day running and customer support for Ideal's customer loyalty programmes
- Resolves customer issues quickly and effectively
- Registers products and works with reward providers
- Supports customers with member account queries including interacting with their membership benefits and redeeming their rewards points
- Processes manual registrations through the web-based CMS system
- Mail merges and processes daily warranty/installation certificates
- Resolves issues in customers’ accounts and assists customers in using the scheme
- Updates customers records on the CRM system
- Processes new member registrations and updates
- Liaises with third party suppliers to resolve issues and order rewards items
- Liaises with the marketing department on promotional campaigns
- Performs other general administration duties when necessary
- Provides daily reports

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