Order Ref: 39151 Position Title: Customer Experience Advisor Duration: 8 Month Rolling Contract Location: Whitley Division: Sales & Marketing Position Description: As a Customer Experience Advisor, you will be a knowledgeable expert in our brands in order to achieve a right first time response and the highest level of customer service. You will be responding to customer's enquiries and complaints on our exciting vehicle line up and products. You will also be introducing customers to the Retailer network and will be supporting them to deliver an exceptional customer experience. You will also be part of a large team, working in a fast paced and energetic environment, whilst managing inbound and proactive contacts to and from customers, Retailers and third parties on a daily basis. Skills Required: Customer Service Computer-Literate Timekeeping Skills Preferred: You'll also be responsible for: Managing customer and Retailer inbound and proactive outbound contacts via telephone, e-mail, social and digital platforms Being a knowledgeable expert in the Clients' brands and products Identifying prospect customers and generate leads to the Retailer network Identifying and manage any complaints on the initial contact and handover seamlessly to the Customer Solutions team Verifying all contacts and update the SV-CRM system to ensure complete Data Protection compliance Ensuring all contacts are captured in the SV-CRM systems to enable the Customer Experience Centre to be a valuable data source to the wider business Acting as a role model for the Clients' Values, Customer First Principles and Behaviours Promoting a positive relationship between customers and Retailers to ensure that a collaborative partnership with the Retailer network is achieved Providing support to the Retailer network to assist them in achieving a best in class service, driving customer loyalty and retention Ensuring the Retailer network follow all of the correct processes and procedures Supporting ongoing marketing activities, working closely with the Marketing team Achieving positive results that generates high Customer Satisfaction Experience Required: Strong stakeholder negotiation skills Numerate with excellent attention to detail, with the ability to outline information in a straight forward manner Results orientated with a determination to make things happen Clear demonstration of a Customer First mind-set in everything you do Ability to identify opportunities for improvements and implement change Excellent time management skills, able to work on multiple tasks and deliver results to agreed schedules Ability to understand, interpret and action improvements Strong decision making and problem solving skills Ability to make quick and competent decisions Experience Preferred: Call Centre experience Additional Information: 10 2/4 week initial training is on site in Coventry. After this period, providing the business is happy with performance the candidate can work remotely 3 days a week. The two office days are Tuesday and Wednesday - subject to change