Client Experience Advisor- J36326981 in Coventry

The UK Client Relationship Centre is part of our Customer Experience function. Its core responsibility is to become the creator of the world’s most desirable, modern luxury brands for the most discerning of clients through delivering exceptional client experiences and support. These services are delivered by our exceptional client experience team.

As a Client Experience Advisor you will become a knowledgeable expert in our brands to achieve effective solutions and deliver the highest level of client experience. You will be part of a large team, working in a fast‑paced and energetic environment, while managing inbound and proactive contacts to and from clients, retailers and third parties on a daily basis. We recruit for attitude and train for skills, so looking for candidates with an aptitude for delivering exceptional client experiences. Candidates from all industries are welcome.

Personal Profile

• Client centric, putting the client at the heart of every action.
• Attentive to detail and passionate about our client’s brand.
• Adept at multitasking and handling diverse customer needs in a dynamic environment.
• Fully proficient in verbal and written communication across various platforms.

Key Performance Indicators

• High client satisfaction returns via both phone and online chat facilities.
• Responsibly reviewing goodwill.

Key Accountabilities and Responsibilities

• Offer exceptional client support for all UK client product owners, serving as a critical point of contact and resolution.
• Build rapport with clients and/or retail teams accurately.
• Understand queries and deliver exceptional services, aiming to provide a first point of resolution whenever possible.
• Manage inbound and outbound client and retailer contacts via telephone, chat, social media and email.
• Be a knowledgeable expert in our client’s brand and products.
• Identify and manage complaints on the initial contact.
• Adopt a Modern Luxury mindset, placing the client at the heart of everything.
• Identify opportunities for process improvement and take action to continuously enhance operations for the benefit of the client and/or retailer.
• Maintain effective relationships across the client’s business and retail network to drive client experience.
• Drive data quality through effective management of client data in customer management systems and champion data protection compliance.
• Provide creative client and retailer solutions where the client is at the heart of decision making.
• Work across all client functions—UK National Sales Centre, Retail Network, and Third Parties—to drive client experience.
• Make financially empowered decisions in support of client satisfaction.
• Act as a role model for the client’s values, principles and behaviours, and be a true ambassador for delivering modern luxury service delivery.
• Support the Retailer Network in achieving modern luxury service delivery, driving client loyalty and retention.
• Achieve positive results that generate high customer satisfaction.

Key Interactions

• Support client queries and problems across engineering, manufacturing, legal and commercial functions.
• Collaborate with all Retail Partners, Third‑Party Service Providers (e.g., AA, Energy Providers, Insurers).

The client is committed to equal opportunity for all.

Knowledge, Skills and Experience

Essential

• Experience delivering exceptional client experiences is preferential and can be from retail, hotelier, travel, entertainment or other relevant sectors.
• Client first mindset, easy to do business with, making people feel special, driving personalised, seamless and dependable experiences.
• Resilient, energetic and enthusiastic, able to deliver results under pressure and respond constructively to new ideas.
• Strong decision‑making and problem‑solving skills.
• Ability to challenge existing thinking positively while building credibility and trust.
• Effective team player, actively leading.
• Enables speed in decision making through alignment, clarity, appropriate resources and sense of urgency.
• Technologically savvy with a strong ability to navigate client management technologies.
• Strong written and verbal communication skills.
• Strong stakeholder‑management skills.
• Numerate with excellent attention to detail, able to present information clearly.
• Results‑oriented, determined to make things happen.
• Highly motivated, energetic and inspirational team player.
• Ability to identify and implement opportunities for improvement.
• Excellent time‑management skills, able to handle multiple tasks and deliver results against agreed schedules.
• Ability to make quick and competent decisions.
• Experience managing a high volume of queries.

Desirable

• Experience with a goodwill process, including reviewing and communicating decisions to clients.

Additional Information

• Office days: Tuesday/Wednesday
• This role is INSIDE IR35.
• Our clients are unable to provide sponsorship for Tier 2 General Visas; therefore, only candidates eligible to work in the UK need apply.
• Caresoft Global Limited operates as an employment business and recruitment agency dedicated to specialist markets within the automotive, aerospace, agricultural and construction industries.
• No terminology within this advert is intended to unlawfully discriminate on the grounds of age, sex, race or disability and we welcome all applications.