customer experience advisor

The Role

• Work closely with the New Business team and other members of the Customer Experience teams to ensure an efficient and professional service
• Be ready and willing to share your successes and challenges with your colleagues and manager to enable the wider team to learn and grow
• Support and assist colleagues through sharing of knowledge
• Work flexibly, helping with reasonable ad hoc duties as required
• Demonstrate the Company Values in everything you do
• Respect all colleagues and customers, being polite and courteous at all times
• Maintain regular contact with existing customers, building strong relationships, maximising all opportunities and ensuring ongoing revenue
• Report any opportunities and threats to the Head of Customer Experience, escalating concerns and suggestions for improvement
• Deal with customer enquiries, spending time and care on every call to ensure ongoing revenue is generated and potential is maximised
• Issue and follow up quotations in a timely manner
• Work conscientiously to gain a full understanding and knowledge of your customer base
• Manage and update the CRM system accurately and effectively
• Maximise all opportunities for growth and additional revenue
• Ensure that you seek to surpass customer expectations in everything you do
• Maintain regular contact with existing customers, ensuring all call data, outcomes and actions are logged
• Ensure all actions are commercially viable, demonstrating commercial awareness in all price negotiations
• Ensure that customer issues are kept to a minimum, and where they do occur that they are resolved quickly with a positive outcome
• Proactively seek new ways of ensuring the highest levels of customer service
• Build rapport and good relationships with customers, ensuring specific requirements are met

About You

• Passionate, driven and determined to deliver the highest level of customer service achievable
• Proven experience within a customer service role
• Excellent written and verbal communication skills with a friendly telephone manner
• A natural ability to read people and their requirements, and respond positively and sensitively
• Excellent time management, administration and organisational skills
• Attention to detail
• IT literate, and comfortable hosting video calls
• Competent problem-solving skills with an ability to identify alternative solutions
• Self-motivated with an ability to work autonomously, take responsibility and report back on own performance
• A flexible approach, with a positive and confident outlook and a willingness and ability to react positively to changing business demands

Benefits

• Holiday entitlement increases with service to a maximum of 28 days.
• As a valued employee, you are entitled to membership of the Westfield Health Cashback Plan, including money back on dental, optical and physio treatments, plus much more.
• Flexible Holidays Scheme enables team members to buy additional holidays or swap holiday entitlement for pay.
• You'll receive life assurance cover to the value of two times your basic salary for death in service.
• Each year, a proportion of Company profits are set aside as a “Team Profit-Share”, to be equally distributed between all eligible members.
• If you contribute 4.5% of your pay, our client will contribute 4.5%.
• After your probationary period you will be eligible for the opportunity to take one paid day to volunteer at a charity of your choice.
• As a valued member of the team you will be entitled to take a one-day “Birthday Holiday” in addition to your annual holiday entitlement. This extra day’s holiday can be taken either on your actual birthday or within one week of your special day.