At a Glance
- Tasks: Deliver exceptional customer experiences and implement operational improvements.
- Company: Join a dynamic team in a collaborative and innovative environment.
- Benefits: Flexible working, competitive salary, health perks, and development opportunities.
- Other info: Engage in a culture that values wellbeing and teamwork.
- Why this job: Make a real impact on customer satisfaction and business success.
- Qualifications: GCSEs and A-Levels required; customer service experience preferred.
The predicted salary is between 30000 - 40000 £ per year.
About the Role
Fixed-term contract, Customer Experience & Operations Consultant: 16-weeks from September to the week commencing 21 December. This role combines delivering outstanding customer experiences with identifying and implementing operational improvements. By building trust through engaging interactions and enhancing processes, the Consultant will help strengthen customer satisfaction, loyalty, and advocacy, contributing to overall business success.
What you will do:
- Manage escalated customer interactions across all channels (including social media), ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and the company's tone of voice.
- Adapt seamlessly to changing priorities and demands, demonstrating advanced objection handling and problem‑solving.
- Facilitate the efficient processing of customer returns, refunds, and manual fraud reviews, reporting any suspicious activity to the Line Manager to support fraud prevention efforts.
- Maintain accurate customer records in the CRM system, ensuring compliance with GDPR standards.
- Develop and maintain product/campaign‑specific FAQs with approval from the Line Manager and internal copy team.
- Responsible for logging, addressing, and resolving customer & product feedback to enhance the customer experience.
- Contribute to business reporting efforts by highlighting key trends.
- Propose innovative customer care strategies and assist in implementing new processes.
- Collaborate on project assignments to support new initiatives within the Customer Experience, Operations and Digital Teams.
- Post‑launch, provide feedback to the Line Manager regarding successes and areas for improvement.
What you will need:
- GCSEs and A-Levels (or equivalent) required.
- Proficient in Microsoft Office applications.
- Experience with SAP OTC is desirable.
- Knowledge of data analysis, visualisation and reporting tools would be advantageous.
- Previous experience in a customer service or operations role, ideally within the luxury retail sector.
- Demonstrated ability to resolve customer complaints with professionalism, supported by excellent written and verbal communication skills.
- Capable of managing objections and navigating challenging situations effectively while maintaining a customer‑focused approach.
- Familiarity with social media management platforms and analytics tools to monitor engagement and evaluate customer interactions.
What you can expect from us:
- An entrepreneurial environment where passionate and innovative teams come together.
- Respect, teamwork and collaboration are at the heart of how we work.
- A workplace culture that prioritises employee wellbeing, with opportunities to get involved in initiatives such as Mental Health First Aiders, the Charity Committee and DE&I communities (region dependant).
- A broad range of benefits, including flexible working, competitive salaries, health and wellbeing offers, pension / retirement options dependant on location, insurance options and more.
- Learning and development opportunities.
Customer Experience & Operations Consultant (Fixed-term contract) employer: AFM - Association Française du Marketing
As a Customer Experience & Operations Consultant, you will thrive in an entrepreneurial environment that values innovation and teamwork. Our commitment to employee wellbeing is reflected in our flexible working options, competitive salaries, and extensive learning and development opportunities, making us an excellent employer for those seeking meaningful and rewarding careers in the luxury retail sector.
Contact Details:
AFM - Association Française du Marketing Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Operations Consultant (Fixed-term contract)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like AFM - Association Française du Marketing.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like AFM - Association Française du Marketing. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience & Operations Consultant (Fixed-term contract)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to AFM - Association Française du Marketing.
How to prepare for a job interview at AFM - Association Française du Marketing
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in AFM - Association Française du Marketing's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services AFM - Association Française du Marketing offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
