Customer Experience Specialist

1 month ago


Worcester, Worcestershire, United Kingdom Halfords Full time
Customer Experience Advisor

As a key member of our team, you will play a vital role in ensuring our customers receive exceptional service and support. Your primary responsibility will be to develop and maintain positive relationships with our customers, acting as a point of contact and resolution for their enquiries and concerns.

Key Responsibilities

  • To be the first point of contact for our customers, remaining professional and empathetic at all times.
  • To deal with all daily enquiries and/or concerns generated by customers & shops through phone contact or Email.
  • To build rapport with our customers, identifying their needs and engaging with them in a way that fosters trust and loyalty.
  • To provide a professional and timely response/resolve to customer concerns and enquiries.
  • To ensure calls are answered within the agreed SLA's.
  • To actively seek to respond/resolve all enquiries & concerns within the set SLA's.
  • To ensure that all customer contact is logged, as appropriate on the system.
  • To liaise with key Support Centre teams, suppliers and legal sources to further investigations if necessary to resolve a concern or claim.
  • To ensure customer contact, if escalated is directed to the correct Customer Support Team Manager and/or department in line with the escalation policy.
  • To actively use customer concerns to convert customers to promoters and use every opportunity to 'rescue' sales where necessary.
  • To primarily support the Cycle2work operations Team Manager but also undertake such other duties appropriate to the post that may be required.

Person Specification

  • Excellent Customer and communication skills, both written and verbal.
  • To be able to demonstrate experience of dealing with difficult individuals whilst remaining professional, tactful and calm at all times.
  • Able to work effectively as part of a team.
  • Able to work under own initiative.


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