Customer Experience & Sales Advisor — Southampton

Location: Southampton, Hampshire, United Kingdom

We have an exciting opportunity for you to join our team as our Customer Experience Advisor for the WP Group. WP Group (Part of Moove Europe) is a leading fuels distribution company. Our head office is based in central Southampton. We specialise in the supply of high-quality fuels. Being owned by one of Brazil’s largest companies we benefit from being part of a corporate organisation with the agility of a medium sized business. We are fast-paced, people focused, driven by innovation and our customer relationships.

The Customer Experience Advisor will become part of the Customer Experience Team that will be responsible for sales, sales support and administrative activities. In this role you will work closely with Account Managers and Business Development Managers as a sales support. This role requires previous experience working in a fast-paced environment with an ambition to succeed and achieve company’s goals. Building strong relationships with internal and other colleagues will be key to ensuring the day to day needs of our customers are met.

WP Group are committed to delivering a market leading customer service and will achieve this by developing a team who enjoy their work and are passionate about providing an outstanding customer experience.

Responsibilities include:

• Deliver on agreed service level targets including call answer rates, email response rates and completing a consistent high level of calls with a responsibility to ensure that the customers have an exceptional customer experience.
• Ensuring that all enquiries are responded and followed up within the agreed time scales.
• Achieve agreed sales targets through completing a consistent high level of sales calls to a new and existing customer base with a responsibility to ensure that the customers have an exceptional customer experience.
• Working in collaboration with WP Group’s Sector Specialists to work on promotional sector driven campaigns and support WP Group’s Sector specialist to drive the organisation to be a leading Sector Specialist organisation.
• In this role you will be responsible for managing customers’ orders and being proactive to ensure that customers’ expectations are met. You will work in collaboration with sales and other departments to ensure the best customer journey.
• Pro-actively seek out every opportunity on both inbound and outbound sales calls using sales skills and excellent product knowledge to offer the customer a range of products and services.
• Utilising WP Group’s CRM system to plan daily activities, maintain an agreed level of contact with our customers and to identify and re-engage with non-trading customers.
• Be the voice of the customer, focussed on continuous improvement across the wider business and ensuring compliance with our processes and procedures and suggesting improvements wherever.

Skills required:

• Previous experience in a fast-paced customer service environment
• Experience in sales
• Determined, Enthusiastic and Reliable
• Self-motivated and Achievement orientated
• Ability to use own initiative, multitask and perform under pressure
• Sets high standards & consistently achieves them
• Highly competent with Microsoft Office
• Strong communicator with the ability to influence and negotiate effectively

Life Assurance at 4x basic salary, Defined Contribution Pension (Matched up to 7%), Employee Benefits and Perks Portal, GP Helpline and Employee Assistance Programmes.