Customer Experience

2 months ago

Southampton, United Kingdom Glen Dimplex Heating & Ventilation Full time

**Company Overview**
Glen Dimplex Heating & Ventilation is a subsidiary of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions that address a wide range of needs, from sustainability and efficiency, to aesthetic appeal and performance. We operate across the UK and Ireland, serving global markets through our sister company Glen Dimplex Heating & Ventilation International division.

**Main Purpose**

GDHV is all about promoting our products and services and our contact centre is no exception. We’re dedicated to delivering world class service and that means having a world class team. In the role you will be responding to all types of consumer led correspondence and delivering the highest level of customer service.

**Responsibilities**
- Be the first point of contact for all inbound Customer Support Enquires into the GDHV contact centre
- Monitor open tickets and cases and bring to full resolution once query owner has provided solution, escalating where necessary to ensure proactive service is always maintained.
- Provide timely updates to customers and end users to maintain a positive customer journey.
- Understand GDPR and Health and Safety regulations and ensure that, at all times, the regulations are adhered to.

**Skills, Knowledge and Experience**
**ESSENTIAL**
- Positive can-do attitude
- Curious and always looking for ways to improve
- Able to take ownership of tasks
- Demonstrates honesty and integrity
- Customer focused and driven to exceed excellence
- Flexible and adaptable to change
- Team player who encourages positive communication and respect

**DESIRABLE**
- Knowledge of HVAC Industry
- Experience working in Customer Service within a Contact Centre - Inbound or Outbound
- Working to targets/SLA/KPI
- Knowledge of SAP or Order Management/ERP Systems

**COMPETENCIES**
- Be able to triage / troubleshoot enquiries remotely, be it product or situational issue, and provide guidance on what to do next.

**Values**
At GDHV we are proud of our Company Values which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to:
Think Customer
Care About People
Value Innovation
Keep It Simple

Come join us and be the difference that makes the difference.

(Take a look at what’s going on at Glen Dimplex Heating & Ventilation on our LinkedIn page.)

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