Customer Experience Assistant

As an award-winning company, here at **Proximo **we place our Customers and People at the heart of everything we do We are passionate about our values and are looking for like-minded people who share the same energy and commitment to provide an outstanding customer service.

We are currently seeking a great **Customer Experience Assistant **to join our fast-growing team based in Chester paying up to £22k. You will be joining an upbeat, fun, work hard - play hard culture in a vibrant and positive office environment.

The successful **Customer Experience Assistant **will have excellent communication skills, good time management, and be able to build a rapport with customers. In return for this, the **Customer Experience Assistant **will receive some great benefits including:

- Chester Zoo discounts
- Westfield health plan (including. e.g., eye/dentist etc
- Retail cashback scheme
- Smart/casual dress code
- Service reward scheme
- Cycle to work Scheme.
- Free on-site parking
- 25 days holiday and Bank Holidays
- PLUS your Birthday off

As an **Investors in People GOLD standard **employer, we don’t just invest in you, we will provide you with all the latest technology, support, and knowledge to help you maintain and deliver excellent service to our customers.

You will work within the **Customer Experience** Team and contribute towards shaping our customer journey and service proposition to deliver outstanding customer service and be an enabler who supports to deliver excellent and bespoke solutions to our Business Partners and end customers.

**Responsibilities**:

- Mining customer journey data to help us better understand where and how we can better target and market to the customer in their journey.
- Use data to understand performance across the business.
- Identify and report on the root cause of complaints and Net Promoter Scores to understand and highlight the voice of customer.
- Produce insightful reports which will help us identify areas for improvement and drive business and commercial growth.
- Takes an active role in the new business and change processes to ensure that impacts of change are fully understood implemented into the business.
- Works with key customer and partner relationships to ensure understanding and clarity of our customer journey from end to end.
- Responsible for facilitating resolution of all “in the line” complaints and resolving escalating service and advice related complaints within FCA/SRA regulatory standards where applicable.
- Contribute to a positive and supportive team culture.
- Achieve business targets around service, productivity, and quality, collaborating to ensure that service delivery is achieved.
- Supportive and representative of change by having ideas and proactively improving customer and user experience, and business efficiency.
- Understand customer service, taking relevant action, tracking, and keeping them informed of progress.
- Create rapport and trust when building relationships with colleagues and customers.

**Skills and Experience Required**:

- Strategic in their thinking.
- Proactive in mining the data for new and interesting insights that allow the business to be competitive.
- Excellent analytical skills, able to evaluate feedback and insight and produce accurate, insightful commentary and recommendations, in a format which is clear and easy for others to understand.
- The ability to identify opportunities in the data which will benefit the customer and support the company objectives.
- The ability to work at speed in a fast turnaround environment, without sacrificing quality of content.
- Experience of working with data.
- Passionate about the importance of listening to customers and their customer experience.
- Experience of dealing with customer feedback mechanisms.
- Experience of monitoring data, researching, analysing, and driving customer experience-focused actions.
- Excellent relationship-building skills, good team worker and able to communicate effectively to and work with a variety of stakeholders across the business.
- Experienced MS Office user, including Word and Excel, and PowerPoint.
- Excellent telephone and written communication skills
- Excellent planning, organisation, and decision-making skills to respond to varying workloads and pressures.
- Ability to deliver an excellent customer experience by managing and meeting customer expectations.
- Exhibit enthusiasm and an openness to opportunity and change
- Taking ownership, seeking help and supporting others.

If you think this sounds like you and are ready to take the next step in your career - APPLY NOW

We are an industry leading specialist vehicle provider, who delivers excellent bespoke solutions to our business partners and end-customers. We are a leading Claims Management and Credit Hire Company based in Chester and we are renowned for the level of service we offer our customers and are proud to be one of the fastest growing brands in our industry with exciti