Customer Support Specialist

6 months ago

Bury, United Kingdom Car Benefit Solutions Full time

To deliver an outstanding customer experience, first time, every time throughout the entire customer/CBS relationship. To assist with solutions for escalated queries that require a more technical resolution compared to general helpdesk queries. To champion the Customer Centricity values at the core of our operations and support the business values and ambitions.

The Customer Experience Department 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 Department will 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.

The salary range for this role is £30,000 to £32,000 per annum. Working 35 hours per week, Monday to Friday. This role is hybrid, which will consist of 4 days in the office and 1 day working from home.

**About Us**

At Car Benefit Solutions, we specialise in providing Employee Car Ownership Schemes and other customised car schemes, such as salary sacrifice. With support from leading motor manufacturers and managed by our dedicated team at CBS, our schemes are thoughtfully designed to bring benefits to both employers and employees.

We have a strong reputation in the Automotive and Corporate sectors. We are proudly recognised as a 2-star outstanding best company to work for, ranked 3rd in the Business Services sector. Additionally, we are among the top 25 employers in the Northwest region. Our commitment to our people is further exemplified by our gold status as Investors in People and our Silver accreditation in We Invest in Wellbeing.

**Requirements**:
Key Accountabilities
- Responsible for delivering an outstanding customer experience (CX) for every stage of interaction with all CBS products, schemes, and solutions.
- Build and develop relationships across the CBS business, to allow you to effectively facilitate escalated customer queries into a positive outcome for both the customer and the CBS business.
- Take full ownership of resolving escalated customer queries and tasks ensuring internal and external communication is managed in line with SLAs.
- Work with all stakeholders to monitor query types and frequency, identify and report on risk trends, propose improvements to mitigate future risk.
- Make recommendations for improvements to products, services, and overall CX based on identified trends in dissatisfaction/frustrations.
- Seek support from the wider business to identify and implement positive change from initial scoping, through to ongoing reporting and evidenced improved customer satisfaction.
- Work with the field teams to proactively identify and intercept customer support needs, that might detrimentally impact on the day-to-day operations of the CBS and external customer teams.
- Be the primary contact point for issues from both internal and external stakeholders to manage, support, communicate, and resolve any matters that impact the CX.
- Provide regular and timely updates for inclusion in the monthly board reports, tracking effectiveness of customer interventions and first line support.
- Assist with the planning and implementation of departmental workflow change to best service the customer and CBS needs in the most customer centric way possible.

**Qualifications**

**Essential**
- GCSEs grade C and above to include Maths & English

Desirable
- Educated to A Level

Skills, Knowledge & Attributes

Essential
- Proficient IT Skills including MS Office
- 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
- Experience of handling and resolving complex customer queries
- Ability to remain calm and meet deadlines
- Ability to work in line within Customer Centricity values
- Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment

Desirable
- Ability to cope with fast moving environment and delivering a customer led, agile service
- Customer service experience
- Knowledge of CBS products and systems
- Previous experience working in the automotive sector

**Benefits

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