Customer Service Executive

Return on Investment (ROI) is a market-leading business, providing the biggest names in the automotive sector with pioneering sales, customer service, tech and marketing solutions. We are fortunate to work with major, global brands including BMW, JLR, Volvo, Kia and Volkswagen and our clients trust us to solve their biggest challenges with expertise, skills and knowledge. Our success is driven by two things, an absolute focus on delivering excellence to our clients and our desire to be a company that people love to work for.

As a Customer Service Executive, you will be accountable for the day-to-day management of all high-profile cases to ensure ‘best in class’ customer service. You will be managing executive level requests through to resolution and undertake appropriate investigating with internal and external departments and respond to the customer via the appropriate channel in compliance with policy, procedures, quality standards and relevant legal and regulatory guidelines.

**What will you do?**
- You will be responsible for managing all high profile cases such as CEO / The Motor Ombudsman cases and assisting with legal cases.
- You will perform case reviews, highlight any improvement areas and conduct administration duties as directed by the Customer Service Account Manager such as BACs requests.
- You will undertake appropriate investigation of Executive contacts, clearly communicate the resolution/outcome and complete any associated actions to ensure the contact is resolved, in line with SLA requirements
- You will consistently achieve positive feedback to meet the relevant CSAT/NPS score and adhere to best practice, ensuring attention to detail and accuracy is achieved.
- You will monitor progress of your own cases and actions to ensure all customer interactions are handled within SLA and achieve all KPIs as defined by the project service level or as directed by a manager and respond to speed targets for all activities e.g., response times, case resolution
- You will effectively manage Motor Ombudsman cases including collating supporting documentation by working with the appropriate teams & writing formal responses
- Demonstrate a full understanding of the client’s products and processes e.g., model range, warranty criteria, dealer policies and processes to confidently answer executive complaints through to resolution
- Manage own time to complete a wide variety of tasks, according to priority, balancing calls, webmail, reporting and general administrative duties to complete tasks by the deadlines set.
- Ensure all actions remain compliant with relevant regulatory codes of conduct e.g., GDPR, PECR, Health and Safety and comply with all policies, processes, and procedures

**What should you be able to demonstrate?**
- You must have extensive experience in a senior customer service role or evidence of transferrable skills including strong relationship management skills in order to build effective relationships with clients and key stakeholders
- You must be able to actively listen to be understanding of customer issues and have good problem-solving skills to be able to solve issues
- You will be customer and solutions focussed with the ability to forward think and respond to customers in a friendly, positive and persuasive manner
- You will be able to empathise when dealing with customers in demanding situations and able to resolve conflicts effectively In a polite and professional manner
- You must have a calm and methodical approach to work, with the ability to multitask
- Able to use own initiative to make decisions based on agreed policies and procedures
- Able to prioritise and manage time effectively to complete a wide variety of tasks and meet deadlines
- You will be a competent PC user with advanced CRM skills as well as strong verbal, written, and presentation skills
- You will be energetic, able to remain positive and adapt quickly in a changing, environment

**Why you should work for ROI**:
Our people are at the centre of what we do. By joining ROI you will be joining a business that prides itself on offering excellent opportunities for training and development, with market leading benefits to ensure that ROI is genuinely a company our people want to work for. You will be:

- Working with a well-established client
- Given exciting opportunities for career progression and enrichment - there are many avenues to develop within the business, 80% of our current managers started their journey with ROI in a more junior role
- 22 days holiday (Plus bank holidays) with 3 flexi-days after one year’s service and further increases after three, seven and ten years
- Access to healthcare schemes
- A day off on your birthday and a voucher to treat yourself to something nice
- Offering hybrid working to allow a mixture of home/office working