Customer Experience Specialist

3 months ago

Cannock, United Kingdom Briggs Equipment Full time

The Opportunity: Customer Serivce Specialist

**Salary**: £30,000 - £35,000

Location: Cannock

The Briggs Equipment Group is a leading provider of asset management and maintenance solutions across the UK and Ireland. If you don’t feel like you meet all of the role criteria outlined below please don’t let that discourage you from applying.

**The Impact you will have**:

- Identify any safety issues that relate to Briggs or customer bringing them to the attention of the relevant person in order to support and resolve.
- Create relationships with key areas of the business, i.e., Sales, Credit Control, Engineering Managers, Engineers and the Service Centre (Cannock) to strengthen and improve processes to maximise service income and customer satisfaction.
- Actively participate in Comm Cells including problem solving where needed.
- Identify and problem solve standard operating processes (SOPs) where we can improve to make Briggs Equipment easier to do business with.
- Initiate continuous improvement projects relating to repeat concerns and/or NPS feedback which will directly improve customer satisfaction and contract delivery through to completion.
- Maintain and record customer interaction where contact is made with our LTR/AIM customers where 1 - 5 live fleet park machines, cascading information to relevant service team members to improve retention, visibility, consistency and customer service.
- Control and delegate customer concerns to the relevant internal department to ensure resolution leading to improved customer service
- Manage the NPS survey platform from initiation through to closure to enhance customer satisfaction
- Deliver NPS and increase response to surveys and score to further improve motivation within designated cell and drive customer satisfaction
- Demonstrate to strive for highest levels of customer service and satisfaction with our ‘Business Excellence’ model
- The drive and ability to be able to work remotely with the expectation to also attend head office for team meetings, training or to carry out tasks relating to the Customer Experience role.

**What will help you to excel in this role**:

- Customer Service skills
- Well organised, structured, resilient and highly motivated
- Communication skills (interact with all levels within an organisation)
- Demonstrable knowledge of MHE and various contract types

**What you can expect from us**:

- Future development and career opportunities
- Contributory pension scheme with employer contributions up to 6%
- Profitshare bonus based on business performance
- Paycare and eyecare health scheme
- High street discounts

**What’s next**
- Not sure if this is the right role for you? Please feel free to visit the careers page on our website and send us your CV speculatively for a member of the team to review
- If you require any reasonable adjustments to assist you in the interview process, then please contact a member of the Recruitment team and inform them prior to attending so we can ensure these are met

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