Customer Experience Executive

5 days ago

Bury, United Kingdom Car Benefit Solutions Full time

**About Us**

**About the Role**

As a Customer Experience Executive, you will be responsible for delivering an outstanding end to end customer experience and transactional process from a single point of reference in the Customer Experience Team ; bridging all scheme solutions and every aspect of the customer needs.

This role is full time hybrid working
- 4 days at our Head Office in Bury, Greater Manchester and 1 day working from home. #LI-Hybrid.

**The Team**

The Customer Experience Team are responsible for delivering excellence and expertise at every stage of interaction with the client whilst operating in a Customer Centric manner and creating an outstanding customer experience.

The Customer Experience Team work with the wider CBS business to continuously improve the products, services and systems to meet and exceed the customer needs and lead expectations to maximize CBS business growth and retention.

**Responsibilities**
- Be responsible for the customer relationship, delivering an outstanding customer experience for every stage of interaction with CBS schemes, solutions and customer requests
- Undertake all tasks relating to the lifecycle of a CBS vehicle from delivery to disposal including all the administration, documentation, 1Link, DVLA, cherished plates, fines and finance processes
- Ensure that all CBS vehicles are appropriately insured, provide assistance to the drivers to achieve this and report to the business on this as and when required
- Understand the business and customer needs around monitoring, validating and auditing document sets in line with scheme policies and compliance standards, providing reports to the business as and when required
- Maintain STORM, CRM, HPI, DVLA and MID databases as well as other bespoke software and data in line with the customer and CBS needs
- Validate, scan and file all documentation relating to CBS vehicles in a timely and accurate manner
- Assist drivers with queries relating to website, end of contract issues, mileage recording and general scheme enquiries through to satisfactory outcome for both the customer and business needs
- Implement and communicate CBS system enhancements, on-boarding clients and drivers alike to deliver continuous improvements to the customer experience
- Deal with all client enquiries, queries and issues, see this through to satisfactory resolution and highlight areas for improvement where appropriate
- Take responsibility for all CBS postal requirements including equipment maintenance, stationary stock levels and credit facilities
- Deal with vehicle maintenance, repairs, MOT’s, safety recalls and asset management as required to support the wider CET responsibilities in line with CBS protocol
- Be accountable for the provision of customer hire cars as and when required
- Assist with the disposal of CBS vehicles to ensure maximum commercial and operational return
- Carry out any ad-hoc tasks as required to support the CET vision and objective

**Requirements**:
**Qualifications**
- Essential_
- GCSE’s grade C and above to include Math & English
- Desirable _
- A’ level education
- Educated to degree level
- Fleet management qualification
- Customer service qualification

**Skills, Knowledge and Attributes**
- Essential_
- Good IT, Excel and MS Office skills
- Ability to work in a fast-paced, varied, challenging and rewarding environment
- Passionate, dedicated, customer focused and driven to succeed in the delivery of excellent customer service
- Strong and effective verbal and written communication skills at all levels
- Meticulous organisation skills
- Excellent telephone manner and skills
- Ability to remain calm and meet deadlines
- Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment
- Desirable_
- Previous experience working in a customer services or automotive industry
- Knowledge of CBS products and systems

**Benefits**
- Flexible/hybrid working
- 25 days holiday plus a buy/sell policy of up to 5 days
- Birthday and long service holiday rewards
- BUPA private medical insurance
- Car schemes
- 5% minimum employer pension contribution
- Employee Assistant Programme (24/7 wellbeing support)
- Medicash (subsidised dental, optical and alternative therapies plus corporate/retail discounts)
- Death in service insurance
- Charity volunteering days
- 1 hour learning time per week
- Onsite subsidised café
- Wellbeing and engagement activities
- Free and secure onsite car parking

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