Customer Experience Specialist in Guildford

Why is Grenke known as a facilitator of simple financing solutions for small and medium‑size enterprises? We owe this to our 2,200 employees in more than 30 countries! Together, we support our customers every day in turning their business ideas into reality, with growing success. Be part of a success story and join our team as a Customer Experience Specialist.

Headquartered in Guildford, Surrey, GRENKE Leasing is a specialist Sales Aid Leasing company. We partner globally with many leading equipment manufacturers and resellers within Print, IT, Telecoms and numerous other asset groups. GRENKE began trading in the UK in 2002 and since then has expanded significantly opening offices in many of the UK’s major towns and cities. We are hiring one permanent member of staff to the Customer Experience Team.

As a Customer Experience Specialist, it is your job to ensure an excellent and valuable customer experience, placing you as the first point of contact for our customers. You will understand and meet the customers’ needs by managing phone and email communications, always ensuring a high quality of service.

Your typical working day will be characterised by various activities:

• Taking inbound calls, making outbound calls to customers, handling email queries for all sales branches, performing straightforward administrative tasks and managing the customer portal.
• Queries outside the remit of the responsibilities of the role would be either forwarded to the appropriate department for response back to the customer or escalated to management.
• You will interact with many departments within the organisation depending on the nature of the customer request.

RESPONSIBILITIES

• Be the central contact for our lease customers, taking ownership of their needs and delivering an exceptional customer experience.
• Responding promptly and professionally to customer enquiries for support and information requests for contracts via both inbound customer calls and service emails.
• Provide knowledgeable assistance to customers in order to resolve queries accurately and efficiently ensuring quality standards are in place.
• Maintain a solutions‑oriented approach to challenges, ensuring efficient and effective problem resolution.
• Route calls through to specific departments where queries are outside of the team's responsibilities.
• Collaborate with other internal departments or external customers to action customer requests successfully.
• Process administration tasks and manage the customer portal.
• Escalate customer issues to the appropriate department or management team as appropriate.
• Provide feedback to management on customer issues, concerns and trends.

EXPERIENCE AND SKILLS

• Previous experience delivering customer support via phone, ensuring high levels of satisfaction through clear communication.
• A strong communicator who is confident engaging with customers over the phone and able to build rapport quickly and professionally.
• Basic knowledge of financial sector area.
• Passion for customer service and driven to achieve first contact resolution by putting the customer first.
• Demonstrate exceptional organisational skills and the ability to handle multiple responsibilities with efficiency and accuracy.
• Excellent written and verbal communication skills.
• Take pro‑active ownership of a customer query through to resolution.
• Problem solving mentality with attention to detail.
• IT literate with a good knowledge of Microsoft Office products.

Discover the Grow‑Grow principle: Trying out new things, realising ideas - and growing together as partners, personally and as an entrepreneur. This is the Grow‑Grow concept at Grenke. We are convinced that our success goes hand in hand with the growth mindset of our employees. Sounds like the perfect environment for you? Then we look forward to receiving your application documents via our applicant management system.