Ev Customer Experience Advisor

**EV Customer Experience Advisor**

**Full Time**

**Salary Negotiable up to £28kpa (depending on experience)**

**Location - Harleyford Marina, Marlow, Bucks**

**Hybrid working - 3 days in the office, 2 days from home**

**Who are we?**

Fast paced and dynamic with the opportunity for exponential growth as Britain moves towards 2030, DriveElectric are aiming to be at the forefront of the Electric Vehicle (EV) revolution as we help customers along the road to net zero. We understand that turning to EV’s isn’t just a purchase, it is a life choice and we pride ourselves on putting the customer at the heart of everything we do to support them on their electrification journey. We are the experts in our field and pride ourselves on providing real world knowledge to customers in an efficient and friendly way. We are implementing cutting edge technology to drive efficiency and change whilst sticking true to our core value of being a ‘human’ business.

As the market place evolves we want to keep being the best in our field and will continue to improve and adapt as individuals and as the wider team to enable us to stay ahead of the market. If you want to be provided with opportunity and grow with a technologically minded business within a unique and on-trend marketplace then we would love to hear from you. Our people are the most important asset we have and the family feel you will get when you enter our Marlow offices will make you want to become part of a special group of people.

**Main purpose of the role**

The purpose of this role is to deliver industry leading customer experience and advice for our customers. The role will balance digital customer experience with personal customer interaction. The role will be varied and includes; first line of contact for all internal communications, initial renewal engagement with retail/micro customers and expert understanding of existing products and the industry to ensure the highest standard of advice is provided to our customers.

**Main duties and responsibilities**
- Responsible for supporting individually to the teams overall KPI performance.
- Provide charging and vehicle capability advice to customer where possible.
- Monitor customer portal to ensure that information in terms of FAQ’s are frequently updated.
- Responsible for supporting in achieving an average of 4.8-star TrustPilot reviews annually by providing smooth, compliant and efficient customer experience
- Responsible when needed for supporting in business wide and/or team initiatives and projects to improve efficiency, performance, and customer experience
- Ensuring full compliance with Financial Conduct Authority guidelines, including but not limited to; customer communication, supplier/third party communication and complaint handling
- Responsible for complaint handling procedures from initial response through to investigation and final response.
- Ensuring full compliance with the BVRLA Broker Services Code of Conduct
- Responsible for supporting in customer retention and customer renewals by providing fantastic, proactive customer experience and where necessary proactively chasing disengaged customers to engage them in the renewal process.
- Responsible for supporting with operational and administrative duties across broker and own book products when volumes dictate, including but not limited to; customer contracts, delivery/logístical operations, maintenance and repair advice, delivery/order updates.
- Responsible for understanding from start to finish and having full knowledge of both own book and broker processes (including Dynamics and Bynx)
- Responsible for ensuring all mandatory training is completed and up to date
- Responsible for ensuring records within the CRM are kept accurately updated
- Responsible for engaging fully in the 1 to 1, quarterly review and skills matrix process by providing information 24 hours before each meeting Responsible for maintaining a call QA score of above 95%, including 100% in DPA

**Professional competencies**
- High levels of accuracy and attention to detail in work
- Customer focused
- Strong analytical skills
- Strong IT skills (Microsoft office, Live Chat, Dynamics 365, Customer portal management and CRM systems)
- Expert understanding of Customer Experience
- Experience in professional complaint handling
- Strong analytical skills
- Strong customer influencing skills

**Personal competencies**
- Ability to manage own tasks and prioritise workload
- Ability to work to tight deadlines in a fast paced environment
- Flexible outlook
- Enthusiastic with a ‘can do’ attitude
- A willingness to learn and grow within a commercial environment where customer experience and client satisfaction is the primary focus

**Knowledge and experience required**
- Experience of dealing with customers
- Working knowledge of Microsoft package, i.e. Outlook, Word and Excel as well as CRM systems such as ACT or 365

**Qualifications required**
- A minimum of grade