Customer Experience Assistant

2 weeks ago

Warwick, United Kingdom ilarna Ltd Full time

_**Role Purpose**:_

The Customer Experience Department leads excellence through a smart customer journey. The department delivers against a strategy aligned to organisational strategic priorities, customer & team feedback, practices of competitors and analysis of performance. Customer Experience Assistants will work in accordance with the Customer Experience Strategy, customer care support channels, care provider and care seeker onboarding processes, customer contact processes and governance processes.
- ** **_
- **Responsibilities**:_
- Be an active member of the Customer Experience team onboarding Care Seekers and Care Providers to ilarna’s platform, following clearly defined processes and scripts where necessary.
- Undertake vetting of Care Providers prior to their acceptance onto ilarna’s platform.
- Be the first point of contact for new Care Providers Care Seekers, offering a proactive, helpful and compassionate service to first-time service users.
- Customer Experience within our existing customer base ensuring satisfaction and quality assurance in relation to our service.
- Actively support colleagues within the department to ensure best value is offered to our customers.
- Working within the Customer Experience organisational structure.
- Working in accordance with Customer Experience and Onboarding Plans.
- Demonstrate excellent customer service by championing ilarna’s culture and system of values.
- Taking an active interest in skills training, career development and Quality Assurance Audits with your colleagues.
- Follow training materials, manuals and refence guides and attend regular training sessions to continually improve personal performance. Provide feedback on training materials and delivery methods to your line manager.
- Effectively manage individual workload to reduce customer onboarding timelines, whilst maintaining a quality onboarding and vetting process.
- Be involved in ilarna’s customer survey process using feedback tools such as NPS in accordance with the customer survey schedule.
- Be part of a team piloting and launching new product features, actively seeking Customer Feedback and sharing with your line manager.
- Seek customer feedback in relation to the needs of the current and potential future customer base and share feedback appropriately.
- Follow relevant processes and policies as determined by your line manager.
- **Personal Accountabilities**_
- Personal Performance in relation to individual Care Provider & Care Seeker onboarding targets.
- Adherence to ilarna’s policies and procedures.
- The 6 C’s:

- _**Care**_ - having someone’s best interest at heart and doing what you can to maintain or improve their well-being.
- _**Compassion**_ - being able to feel for someone, to understand them and their situation.
- _**Competence**_ - to understand what someone needs and have the knowledge and skills to provide it.
- _**Communication**_ - to listen carefully but also ne able to speak and act in a way that the person can understand.
- _**Courage**_ - not to have fear to try new things or to say if you are concerned about anything.
- _**Commitment**_ - dedication to providing care and support but also understanding the responsibility you have.
- **What are we looking for?**_

You will also need to be comfortable talking on the phone and writing up notes, as this is mainly a phone-based role.

We are looking for individuals with the drive and passion to make a difference to people’s lives, and need people:

- With great communication skills, both verbal and written in English language
- Dedicated to providing a brilliant customer experience
- With a can-do attitude and a real passion for supporting people
- With the personal resilience to work in a demanding and rewarding environment
- Able to provide information both quickly and clearly
- Comfortable handling challenging conversations

Pay: £26,500.00-£34,999.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus
- Yearly bonus

Work Location: Hybrid remote in Warwick

Expected start date: 20/05/2024

  • Customer Experience Executive

    4 weeks ago

    Warwick, United Kingdom AAH Pharmaceuticals Full time

    **About The Role**: The Customer Experience Executive is aware that every touchpoint with AAH is a chance to make the customer experience remarkable, knowing that it will increase satisfaction, loyalty, and advocacy, and turn our customers into fans. The Customer Experience Executive will work hand in hand with their field-based sales colleagues, by...

  • Customer Experience Executive

    21 hours ago

    Warwick, United Kingdom AAH Pharmaceuticals Full time

    **About The Role**: The Customer Experience Executive is aware that every touchpoint with AAH is a chance to make the customer experience remarkable, knowing that it will increase satisfaction, loyalty, and advocacy, and turn our customers into fans. The Customer Experience Executive will work hand in hand with their field-based sales colleagues, by...

  • Customer Experience Analyst

    2 hours ago

    Warwick, United Kingdom Jaguar Land Rover Full time

    WarwickBeyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry. WHAT TO EXPECT You’ll be tasked with enhancing the Defender and Discovery brand’s...

  • Customer Experience Analyst

    7 days ago

    Warwick, United Kingdom Jaguar Land Rover Full time

    WarwickBeyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry. WHAT TO EXPECT You’ll be tasked with enhancing the Defender and Discovery brand’s...

  • Customer Experience Executive

    2 weeks ago

    Warwick, United Kingdom AAH Pharmaceuticals Full time

    **About The Role**: The Customer Experience Executive is aware that every touch point with AAH is a chance to make the customer experience remarkable, knowing that it will increase satisfaction, loyalty, and advocacy, and turn our customers into fans. The Customer Experience Executive will work hand in hand with their field-based sales colleagues, by...

  • Head of Customer Experience CX

    1 week ago

    Warwick, United Kingdom Searchability Remote Work Freelance Full time

    Head of Customer Experience (CX) - FTC 12 months Outstanding opportunity to help shape and execute our customer experience strategy as Head of Customer Experience (CX)Warwickshire - hybrid working availableMust have extensive experience in leading the development and implementation of a comprehensive CX strategies across multiple touchpointsSalary...

  • Customer Service Assistant

    3 weeks ago

    Warwick, United Kingdom Heart of England Co-operative Society Full time

    **We are looking for Customer Service Assistants!** Heart of England Cooperative Society are looking for Customer Service Assistant to join our growing team in our Lower Heathcote store on a permanent contract. **About You** As a Customer Service Assistant with the Society, you will be positive and flexible, with a ‘can do’ attitude. A good...

  • Customer Service Assistant

    2 weeks ago

    Warwick, United Kingdom EG Group Full time

    **Role**: Customer Service Assistant **Location**: Warwick, CV35 0HA **Hours**: Part-Time / Full-Time Hours Available / Permanent **Hourly Rate**: £10.50 aged 18+ **Bonus Scheme**: Quarterly Bonus Incentive! **Company**: EG Group We are looking for friendly and dedicated Sales Assistant who can provide outstanding customer service to join our...

  • Customer Service Assistant

    3 weeks ago

    Warwick, United Kingdom Heart of England Co-operative Society Full time

    **We are looking for Customer Service Assistants!** Heart of England Cooperative Society are looking for Customer Service Assistant to join our growing team in our Lower Heathcote store on a permanent, part-time contract for 16 hours per week. **About You** As a Customer Service Assistant with the Society, you will be positive and flexible, with a ‘can...

  • Customer Service Assistant

    4 weeks ago

    Warwick, United Kingdom Heart of England Co-operative Society Full time

    **We are looking for Customer Service Assistants!** Heart of England Cooperative Society are looking for Customer Service Assistant to join our growing team in our Lower Heathcote store on a permanent, part-time contract for 16 hours per week. **About You** As a Customer Service Assistant with the Society, you will be positive and flexible, with a ‘can...

  • Customer Service Assistant

    3 weeks ago

    Warwick, United Kingdom Heart of England Co-operative Society Full time

    **We are looking for Customer Service Assistants!** Heart of England Cooperative Society are looking for Customer Service Assistant to join our growing team in our Warwick Gates Store on a permanent, part-time contract for 16 hours per week. **About You** As a Customer Service Assistant with the Society, you will be positive and flexible, with a ‘can...

  • Customer Service Assistant

    3 weeks ago

    Warwick, United Kingdom Heart of England Co-operative Society Full time

    **We are looking for Customer Service Assistants!** Heart of England Cooperative Society are looking for Customer Service Assistant to join our growing team in our Woodloes store on a permanent, part-time contract for 12 hours per week. **About You** As a Customer Service Assistant with the Society, you will be positive and flexible, with a ‘can do’...

  • Customer Service Assistant

    5 days ago

    Warwick, United Kingdom Heart of England Co-operative Society Full time

    **We are looking for Customer Service Assistants!** Heart of England Cooperative Society are looking for Customer Service Assistant to join our growing team in our Warwick Gates store on a permanent, part-time contract for 16 hours per week. **About You** As a Customer Service Assistant with the Society, you will be positive and flexible, with a ‘can...

  • Customer Service Assistant

    3 weeks ago

    Warwick, United Kingdom Heart of England Co-operative Society Full time

    **We are looking for Customer Service Assistants!** Heart of England Cooperative Society are looking for Customer Service Assistant to join our growing team in our Woodloes store on a permanent, part-time contract for 12 hours per week. **About You** As a Customer Service Assistant with the Society, you will be positive and flexible, with a ‘can do’...

  • Customer Service Assistant

    3 days ago

    Warwick, United Kingdom Heart of England Co-operative Society Full time

    **We are looking for Customer Service Assistants!** Heart of England Cooperative Society are looking for Customer Service Assistant to join our growing team in our Warwick Gates store on a permanent, part-time contract for 16 hours per week. **About You** As a Customer Service Assistant with the Society, you will be positive and flexible, with a ‘can...

  • Customer Assistant

    4 weeks ago

    Warwick, United Kingdom Lidl in Deutschland Full time

    Summary £12.00 - £13.00 per hour | 20 - 40 hour contract | Morning and Afternoon shifts | 30-35 days’ holiday (pro rata) | 10% in-store discount | Pension scheme Everyone who works at Lidl brings something unique to the table - but we also have a whole lot in common. We’re collaborative, determined and we all pitch in to help each other out. ...

  • Customer Service Assistant

    2 weeks ago

    Warwick, United Kingdom Compass Group Full time

    **What you'll be doing**: We're looking for a Customer Service Assistant who will be the face of our business, delivering exceptional customer service for 14Forty on a full time basis, contracted to 40 hours per week. You'll join a team that takes a real pride in what they do, takes pride in their food and most of all, join a company that takes pride in its...

  • Customer Service Assistant

    2 weeks ago

    Warwick, United Kingdom Heart of England Co-operative Society Full time

    **Job details**: - Posted 06 May 2024 - Salary £11.44 - LocationWarwick - Job type Permanent - Discipline Food stores - Reference002202 - PostcodeCV34 5RN **Job description**: **We are looking for Customer Service Assistants!** Heart of England Cooperative Society are looking for a Customer Service Assistant to join our growing team in our Woodloes store...

  • Customer Service Assistant

    2 weeks ago

    Warwick, United Kingdom EG Group Full time

    **Role**:Customer Service Assistant - Nights **Location**:Warwick, CV34 6AT **Hours**:Part-Time Hours Available **Hourly Rate**: £10.50 **Aged 18+** **Bonus Scheme**:Quarterly Bonus Incentive! **We have a Customer Service opportunity available covering Night Shifts from 22.00pm - 06.00am. The rate of pay is £10.50 per hour (50p+ for night...

  • Customer Service Assistant

    2 weeks ago

    Warwick, United Kingdom EG Group Full time

    **Role**: Customer Service Assistant - Nights **Location**: Warwick, CV34 6AT **Hours**: Part-Time Hours Available **Hourly Rate**: £10.50 Aged 18+ **Bonus Scheme**: Quarterly Bonus Incentive! We have a Customer Service opportunity available covering Night Shifts from 22.00pm - 06.00am. The rate of pay is £10.50 per hour (50p+ for night...