Customer Experience Support Specialist

We are looking for a Customer Support Specialist to deliver an outstanding customer experience, first time, every time throughout the entire customer/CBS relationship. To assist with solutions for escalated queries that require a more technical resolution compared to general helpdesk queries. To champion the Customer Centricity values at the core of our operations and support the business values and ambitions.

The Customer Experience Department are responsible for delivering excellence and expertise at every stage of interaction with the client whilst operating in a Customer Centric manner and creating an outstanding customer experience. The CX Department will work with the wider CBS business to continuously improve the products, services, and systems to meet and exceed the customer needs and lead expectations to maximise CBS business growth and retention.

The salary for this role is £30,000 per annum. The working hours are 35 hours per week, from Monday to Friday on a hybrid working pattern with the option to work from home 2 days per week following successful probation.

Requirements:

• Responsible for delivering an outstanding customer experience (CX) for every stage of interaction with all CBS products, schemes, and solutions.
• Build and develop relationships across the CBS business, to allow you to effectively facilitate escalated customer queries into a positive outcome for both the customer and the CBS business.
• Take full ownership of resolving escalated customer queries and tasks ensuring internal and external communication is managed in line with SLAs.
• Work with all stakeholders to monitor query types and frequency, identify and report on risk trends, propose improvements to mitigate future risk.
• Make recommendations for improvements to products, services, and overall CX based on identified trends in dissatisfaction/frustrations.
• Seek support from the wider business to identify and implement positive change from initial scoping, through to ongoing reporting and evidenced improved customer satisfaction.
• Work with the field teams to proactively identify and intercept customer support needs, that might detrimentally impact on the day-to-day operations of the CBS and external customer teams.
• Be the primary contact point for issues from both internal and external stakeholders to manage, support, communicate, and resolve any matters that impact the CX.
• Provide regular and timely updates for inclusion in the monthly board reports, tracking effectiveness of customer interventions and first line support.
• Assist with the planning and implementation of departmental workflow change to best service the customer and CBS needs in the most customer centric way possible.

Qualifications:

• Essential: GCSEs grade C and above to include Maths & English.
• Desirable: Educated to A Level.

Skills, Knowledge & Attributes:

• Proficient IT Skills including MS Office.
• Passionate, dedicated, customer focused and driven to succeed in the delivery of excellent customer service.
• Strong and effective verbal and written communication skills at all levels.
• Meticulous organisation skills.
• Excellent telephone manner.
• Knowledge of CBS products and systems.
• Experience of handling and resolving complex customer queries.
• Ability to remain calm and meet deadlines.
• Ability to work in line within Customer Centricity values.
• Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment.

Desirable: Ability to cope with fast moving environment and delivering a customer led, agile service. Customer service experience. Previous experience working in the automotive sector.

Please note as part of our pre-employment checks, all successful applicants must undergo a basic DBS check prior to starting employment.