Excellent Customer Experience Advocate
3 weeks ago
About Marshall Motor Group
As one of the UK's largest car dealer groups, Marshall Motor Group represents 23 of the world's most popular and celebrated car, van, truck, and motorbike manufacturers across 142 dealerships in 34 UK counties. Our passion for people is matched only by our dedication to delivering exceptional customer experiences.
The Role
We're seeking a Customer Experience Representative to join our team in Canterbury, supporting our Loughton and Lincoln contact centres as needed. This role is responsible for onboarding new starters, supporting Team Leaders, and processing audits/reviews to ensure our Customer Service Representatives are trained, reviewed, and continually supported.
Key Responsibilities
- Onboard new starters, providing training on systems and processes, and utilising the Marshall onboarding program along with Contact Centre specific guided learning.
- Support colleagues to ensure robust action plans are in place and carried out, and audit/review customer calls to maintain our high standards.
- Provide weekly and monthly feedback with required/planned actions, and review and monitor HR process protocols to ensure they are being maintained by the Team Leaders.
What We're Looking For
- Experience of organising a high volume, varied workload without day-to-day supervision.
- An excellent understanding of diverse communications tools and ability to deliver within tight deadlines and to a budget.
- Excellent IT skills and a willingness to develop knowledge and experience in new technologies.
- Creative thinking skills to inform and engage, and strong data analytical skills.
- Experience of working with senior management teams.
We're committed to equal opportunities for all employees, providing a supportive and inclusive work environment, and offering a competitive salary, bonus, and benefits package, including 25 days annual leave, life assurance, pension scheme, wellbeing support, and employee discounts.
Apply Now
This is an exciting opportunity to join our team and contribute to delivering exceptional customer experiences. If you're a motivated and organised individual with a passion for customer service, please submit your application.
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