Customer Success Executive

2 weeks ago

Castleford, United Kingdom Gravity Customer Service Centre Full time

**Who are Gravity ? why work for us?**:
Gravity are a leading premium active entertainment experience with sites across the UK & internationally. This is a fun and rewarding customer-facing role where you will provide a friendly and enthusiastic service, creating an amazing entertainment experience for all our customers. We are currently looking for friendly customer-focused Bar and Restaurant Assistants to join our team. Gravity Bar at Xscape Castleford offers fun unique hospitality space with e-karting, Immersive Gamebox & karaoke as part of the fun filled atmosphere.

**Main Purpose of the Job**:
You will be responsible for handling all of our escalated customer complaints and proactive contact to our customers to understand how we can improve the experience we offer. You will be the frontline to our customers and our stores providing support and guidance for our customers capturing their feedback and following up on both positive and negative experiences using our FEED IT BACK System.

You will need to investigate, follow up and close the loop on process to help prevent any reoccurrence ensuring we create a culture of continuous improvement internally in the CSC and across all stores and franchise sites. At Gravity we pride ourselves on offering our customers the best possible experience, so you’ll be key to helping us deliver this.

**Key Responsibilities**:

- To adhere to all company protocols and procedures.
- To ensure that all effort is made to discuss the complaint and the subsequent outcome with the complainant.
- To carryout full thorough and fair investigations of all complaints received.
- To drive growth of the business by proactively contact clients for feedback
- Manage own workloads in a smart and effective way.
- Manage and work through your given “task” queue in SET CRM and or FEED IT BACK;
- Document call & meeting outcomes to add to our knowledge and insight of the customer complaint and use this information to help us improve process.
- Answer customer questions on their experience and handle any disputes.
- Gain additional customer feedback and data by gathering information relevant to customer experience and recording on our CRM and FEED IT BACK systems.
- To keep accurate and detailed records of all complaints, following correct company procedure.
- To respond to all complaints received by our customers and representatives, meeting our obligations as a company to improving CSAT, NPS and Customer experience standards.
- Highlight any customer experience or process issues whilst carrying out investigations with a view to preventing future complaints.
- Communicate with customers and effectively manage the overall Customer Experience

**Benefits**

The salary offered plus potential bonuses for this role is competitive and makes up part of Gravity’s benefits package, which includes:

- 24/7 Employee Assistance Programme
- Development & Career Progression
- Discounted activities on-site include e-karting
- Company Events
- Refer to a Friend Scheme.

**Our Mission, Vision and Values**

**_ Gravity Mission_** - To establish the Gravity brand as a premier brand in the global leisure market defined by market share, quality, safety and fun.

**_ Gravity Vision_** - To be the Global leader of Active Entertainment by inspiring our customers and staff to live for the moment, to smile, to laugh and to take part in ‘activities that are fun’ with people they enjoy spending time with. **THIS IS GRAVITY. WE ARE GRAVITY.**

**Gravity **_Values_**

**_ FUN_** _- We enjoy making people laugh and smile and making Gravity a great experience._

**_ TEAM_** _- We are enthusiastic and determined to succeed together._

**_ INTEGRITY_** _- We are trustworthy and honest and take responsibility for our actions._

**_ COMMITMENT _**_- We are passionately committed to the Company’s success and the safety of our customers._

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