Customer Experience -Chandlers ford
Location:
Chandlers ford
Salary:
Competitive
Area:
Job ref:
1656869
Customer experience
Chandlers ford
Competitive salary
Churches Fire & Security Ltd is a highly recognised, industry leading Fire & Security business and is growing rapidly. Churches Fire & Security has a track record of providing fantastic opportunities to candidates throughout the Country. Due to our expanding team and client base, we are now seeking a customer experience advisor
Your responsibilities:
Churches Fire and Security is keen to encourage applications from all areas of the community regardless of cultural background, ethnicity, gender identity, sexual orientation, sex or disability and we assess applications purely on the basis of skill. We recognise the advantages of our staff being themselves at work, and see the different views and experiences of people from varying backgrounds as a firm advantage. As an employer we view applications from service personnel or service leavers positively. We are proud signatories to the Armed Forces Covenant and there are many roles within our business which may be suitable for people with an MOD background.
Chandlers ford
Competitive salary
Churches Fire & Security Ltd is a highly recognised, industry leading Fire & Security business and is growing rapidly. Churches Fire & Security has a track record of providing fantastic opportunities to candidates throughout the Country. Due to our expanding team and client base, we are now seeking a customer experience advisor
Your responsibilities:
- To deal with all escalated complaints and escalated retentions opportunities that come into the customer service team, assisting Customer Service Advisors, being a source of experience and support, doing this all within the timescale agreed in our Service Level Agreements (SLA's).
- Ensure all complaints and retentions are closed down correctly as per the process.
- To manage the customer experience mailbox as part of a team.
- Ensure the data in Microsoft Dynamics NAV (NAV) is updated in order to resolve your complaint/retention, speaking to the CST Data & Onboarding Team where needed.
- To send the customer satisfaction survey on a weekly basis and ensure the report is pulled monthly and cascade to key stakeholders.
- To make outbound customer care calls to obtain real life information from our customers on our service delivery, ensuring any issues are resolved either at the point of call or as soon as reasonably practicable.
- Contact customers who have completed the survey whether their response be positive or negative.
- Complete the customer satisfaction survey KPI's on a monthly basis.
- Send monthly complaints data to relevant managerial departments to highlight trends and allow for business improvement.
- Highlight to stakeholders any worrying trends or issues that will affect our customers or the business objectives.
- To introduce our customers to other products and services we offer and therefore increase sales.
- To have a good understanding of Fire & Security Products to assist in the management of the account, your commerciality, and positive views the customer has about Churches.
- To answer the phone to assist with overflow calls from the wider Customer Service team in the event of catastrophic staffing issues or a business continuity event.
- Assist in audits ensuring the company maintains existing accreditations and to support the attainment of aspiring accreditations.
- To utilise your calendar to manage your day and tasks.
- To have excellent liaison and communication to all customers and departments.
Churches Fire and Security is keen to encourage applications from all areas of the community regardless of cultural background, ethnicity, gender identity, sexual orientation, sex or disability and we assess applications purely on the basis of skill. We recognise the advantages of our staff being themselves at work, and see the different views and experiences of people from varying backgrounds as a firm advantage. As an employer we view applications from service personnel or service leavers positively. We are proud signatories to the Armed Forces Covenant and there are many roles within our business which may be suitable for people with an MOD background.
