Service Quality and Customer Experience Specialist
4 weeks ago
About the Opportunity
The Service Quality and Customer Experience Specialist will play a crucial role in ensuring exceptional service standards across all customer touchpoints. This involves handling complex customer issues, resolving complaints effectively, and driving continuous improvement in customer satisfaction.
Key Responsibilities
- Handle all customer complaints, providing effective solutions and improving customer satisfaction.
- Collaborate with Sales and Service Managers to ensure timely resolution of customer issues and adherence to quality standards.
- Develop and implement standardized processes for complaint handling and management.
- Analyse customer feedback to identify areas for improvement and develop action plans to increase customer satisfaction.
- Work closely with cross-functional teams to drive customer-centric initiatives and enhance the overall customer experience.
Requirements
- Strong understanding of the motor trade sector, including knowledge of vehicle sales, aftersales services, warranties, and regulatory requirements.
- Excellent judgment and analytical skills to resolve complex customer issues.
- Proven ability to prioritise customer satisfaction and empathy in all aspects of service delivery.
- Experience with customer relationship management (CRM) software and customer feedback tools would be an advantage.
Salary and Benefits
This role offers a competitive salary of £28,000 per annum, plus bonus potential up to £6,000. The successful candidate will also receive a comprehensive benefits package, including enhanced holidays, eligibility to join our car scheme, and critical illness cover after 2 years.
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