Customer Experience Specialist
2 weeks ago
Are you keen and eager to make a difference to our customer experience and service? Do you have excellent Excel skills and an analytical mindset? Are you a critical thinker with a passion for uncovering underlying causes? Do you want to help be the driving force behind lasting solutions?
If your answer is 'yes' to all of these, keep reading.
Want to know a little about us?
At Novuna Vehicle Solutions, we're passionate about building a better tomorrow. Which is why we're lighting the way in the electric vehicle revolution. From family cars to HGVs, we're helping customers of all kinds on their journey to carbon-free mobility.
We're proud to be a **Top 50 Inclusive employer**, and we're number 15 in **Glassdoor's Top 50 Employer** list.
What does the role involve?
You will become part of Customer Experience Improvement team, whereby you'll be using data to identify ways we can shape improvements in our customers journeys and enhance service levels across Vehicle Solutions. You will play a pivotal role in identifying the root causes of issues and providing effective recommendations to prevent them from resurfacing. Your expertise will directly impact our ability to enhance productivity, improve quality, and ensure customer satisfaction.
**Some of your key duties will include**:
- Develop reports and presentations to clearly communicate your findings and recommendations to stakeholders at all levels
- Involvement in customer journey mapping and looking at all customer touch points to investigate what went wrong and why
- Sharing insight and trend analysis with relevant business areas and working collaboratively to reduce negative feedback in those areas
- Following up on actions to address any underlying issues and helping to grow expertise within the team
What are we looking for?
You're likely to enjoy this role if you're inquisitive and passionate about making a real difference. Most importantly you will be the key to identifying the 'why' aspect of our customer's complaints to drive the most efficient ways in resolving problems to leave a lasting positive impression. You will come with great organisation skills and enjoy working on your own initiative.
Also, we're looking for the following:
- Excellent communication skills, both written and verbal, enabling you to articulate your findings and recommendations effectively
- Strong analytical and problem-solving skills, with the ability to think critically and logically to unravel complex issues
- Self-motivated and able to manage your own workload and adhere to time-sensitive tasks
- Data minded with a creative flare
What can we offer you?
At Novuna we take our people promise seriously. If you join us, you'll have a **chance to make a difference, opportunities to learn, and time to shine**.
In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:
- Flexible hybrid working
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
What's the next step?
Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.
**#LI-Hybrid
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