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Customer Experience Advisor
2 weeks ago
Mission
Responsible for providing an inbound and outbound Customer Experience function to both B2B and B2C segments.
**Responsibilities**:
- Acting as a first point of contact to customers
- Answering the phone for the customer service line
- Resolve customer queries using internal process and to a satisfactory standard
- Supporting the management of the customer service inbox
- Returning calls to customers when required
- Redirecting calls to third party providers when necessary
- Provide professional, thorough and accurate support to internal departments in relation to customer queries
- Building and maintaining a strong knowledge of AvantiGas and the LPG industry
- Updating the customer database with accurate and up to date information
- Escalating complex queries to managers or other relevant teams
Key facts
- Working within a matrix organisation, reporting to Customer Experience Manager
- Located at our Head Offices in Staveley
- Working as part of a team of Customer Experience Advisors
- Monday to Friday, 8.45am to 5.00pm with a 45 minute break for lunch
Profile
Functional:
- Experience in a customer facing role
- A proven ability to succeed in high volume environments
- Strong computer literacy including MS Office packages
Personal:
- Excellent communication skills both written and verbal
- Ability to develop rapport with customers & internal stakeholders
- Confident managing conflict and challenging situations
- A team focused approach to work
- Strong organisational and multi-tasking skills
- Confidence working under pressure
Recruitment process
Face to face competency-based interview with Customer Experience Manager and HR Business Partner
- External assessment
Performance KPIs
**Job Types**: Full-time, Permanent
Pay: £23,000.00-£25,000.00 per year
Additional pay:
- Bonus scheme
**Benefits**:
- Company pension
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
Schedule:
- Monday to Friday
**Education**:
- GCSE or equivalent (preferred)
**Experience**:
- customer service: 2 years (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
