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Customer Experience Representative
2 months ago
We are seeking a highly skilled Customer Experience Officer to join our team at Local Hospice Lottery. As a key member of our team, you will be responsible for delivering exceptional customer service to our members through various communication channels.
Key Responsibilities:
- Make outgoing telephone calls to welcome, reactivate, and upgrade existing and previous lottery players.
- Respond to incoming enquiries via phone, email, and Web Chat.
- Ensure that our members feel valued, respected, and receive a professional and consistent approach to their needs.
- Aid Local Hospice Lottery's overall strategic development by having a positive impact on member retention and ultimately the amount of money generated for hospice care.
Requirements:
- Recent experience in undertaking B2C telephone calls is a desirable requirement.
- Outstanding communication skills and the ability to come across in a confident, professional, and friendly manner.
- Solid experience of working with a CRM database and proficient in updating individual member records.
- Outstanding negotiation skills with the ability to successfully resolve issues and address complaints.
- Cool-tempered and able to handle rejection.
- Written skills to a high level.
- Effective team player.
- Ability to learn about products and services and explain them confidently.
- Solid IT skills.
- Ability to prioritise and achieve set goals.
What We Offer:
- Competitive salary.
- 25 days annual leave + Bank Holidays on appointment (rising with length of service) pro-rated for part-time.
- Paid Birthday leave.
- Flexitime and Hybrid work pattern.
- Health cash plan.
- Bluecrest Health Assessments.
- Schroder Financial Planning.
- Competitive pension.
About Us:
Local Hospice Lottery is the country's leading lottery for hospices and has raised over £60 million for hospice care to date. We offer a fantastic work environment and opportunities for career growth and development.
