Customer Experience Advisor

19 hours ago


Marlow, United Kingdom Platinum Resourcing Full time

Our client, a growing, successful and innovative company committed to lowering carbon emissions, is seeking a Customer Experience Advisor to join their team.

Our client truly are leaders in their market and experiencing a period of growth.

The purpose of this role is to deliver an industry leading customer experience and advice to their 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 customers and expert understanding of existing products to ensure the highest standard of advice is provided to customers at all time.

This is a hybrid role working 3 days in the office, 2 days remotely and paying £26,000 - £28,000 depending on experience.

**Duties**:

- To provide the highest level of service contributing to the teams overall KPI performance
- Monitor customer portal
- Provide advice to customers where possible
- Responsible for supporting in achieving an average of 4.8-star TrustPilot reviews annually by providing smooth, compliant and efficient customer experience
- Ensuring full compliance with Financial Conduct Authority guidelines
- Responsible for complaint handling procedures from initial response through to investigation and final response
- Responsible for supporting in customer retention and customer renewals by providing fantastic, proactive customer experience
- Responsible for supporting with operational and administrative
- Responsible for ensuring records within the CRM are kept accurately updated

Skills and experience required:

- High levels of accuracy and attention to detail
- Strong IT skills (Microsoft office, Live Chat, Dynamics 365, customer portal management and CRM systems would be desirable)
- Expert understanding of customer experience
- Experience in professional complaint handling
- Strong analytical skills
- Strong customer influencing skills
- 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
- Full driving licence



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