Customer Relations Executive

2 weeks ago

Hook, United Kingdom Cinch Cars Full time

We're cinch. Our mission is simple - remove the faff from buying and changing cars, giving customers more choice, with more ease. That’s it. We’re putting drivers first and we’ve ripped up the rule book to make sure that happens.

We’re a customer-first ecommerce business with huge ambition, already driving exponential growth. And we have an exciting roadmap of innovative products to grow our customer offering as preference for buying cars online grows.

**What you’ll be working on**:
This role is for a Customer Relations Executive. Reporting to the Customer Relations Team Leader, you will form part of a close knit team who are available to help our consumers resolve their complaints 7 days a week, through allocated shift patterns.

**As part of your varied role, you will be involved with**:

- Managing all manner of consumer complaints and Trustpilot reviews, providing fair and considered resolutions that reinstate consumer trust and confidence in the cinch brand.
- End-to-end management of our Trustpilot & Google Review accounts, maintaining all communication and reinforcing a positive consumer journey.
- Supporting the wider business as a point of escalation, liaising closely with internal departments to ensure a seamless consumer journey, pre & post vehicle purchase. Through this, you will provide valuable insight and feedback on how we prevent reoccurring consumer issues by identifying root cause and recommending change.
- Shaping our customer operations ethos and culture, ensuring that we maintain a consumer-led approach by continually supporting our key stakeholders in defining and streamlining our processes and service levels.

**Things we’re looking for in you**:

- Customer obsessed ethos & determined to deliver world class service.
- A passion for continuous improvement.
- Excellent interpersonal and communication skills.
- A knowledge seeker who is constantly on the lookout for solutions to enhance our consumer journey.
- Good influencer with an ability to build and maintain strong relationships at all levels.
- Well-organised, self-disciplined with excellent attention to detail and the ability to multi-task.
- Empathetic style and approach to customer experience. Understanding of the customer journey and the importance of delivering great customer service at all points in the customer journey.

**Added bonus**:

- An understanding of working in a rapid growing start-up, ecommerce and/or the automotive industry.
- Previous experience within a fast-moving contact centre or equivalent.
- Previous experience within a Complaints handling / Trustpilot role would be desirable.
- An understanding of the regulations surrounding Consumer Credit, Consumer Rights, and automotive finance.
- Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability._

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