Customer Experience Coach

3 days ago

Cambridge, Cambridgeshire, United Kingdom Marshall Motor Group Full time

About Us

Marshall Motor Group is a leading automotive retail company with a strong presence in the UK market. As a dynamic and customer-focused organization, we are committed to delivering exceptional service and quality experiences to our customers.

The Role

We are seeking a highly skilled Customer Experience Representative to join our team in Canterbury. As a key member of our Contact Centre, you will be responsible for onboarding new starters, providing training and support to our Customer Service Representatives, and ensuring that our high standards of service are consistently met.

Key Responsibilities

  • Develop and deliver training programs to enhance the skills and knowledge of our Customer Service Representatives
  • Provide coaching and guidance to new starters to ensure a smooth onboarding process
  • Collaborate with Team Leaders to identify areas for improvement and implement effective solutions
  • Audit and review customer calls to ensure compliance with our service standards
  • Provide regular feedback and coaching to Team Leaders to ensure they are equipped to manage their teams effectively

Requirements

  • Proven experience in a customer-facing role, preferably in a contact centre environment
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and customers
  • Strong analytical and problem-solving skills, with the ability to identify areas for improvement and implement effective solutions
  • Ability to work independently and as part of a team, with a flexible and adaptable approach to work
  • Strong IT skills, with experience of using a range of software applications and systems

What We Offer

  • A competitive salary and bonus scheme
  • A comprehensive benefits package, including 25 days annual leave, life assurance, and a pension scheme
  • Opportunities for career development and progression within the company
  • A dynamic and supportive work environment, with a strong focus on customer service and quality

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