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- Tasks: Own customer queries and deliver top-notch experiences while supporting key performance goals.
- Company: Join Selecta, Europe's leading provider of self-serve coffee and snacks.
- Benefits: Enjoy 25 days holiday, paid sick leave, and clear career development paths.
- Why this job: Be a customer champion and make a real impact in a fast-paced environment.
- Qualifications: Strong communication skills and experience with CRM systems are essential.
- Other info: Diverse workplace with a supportive leadership team and growth opportunities.
The predicted salary is between 28800 - 43200 £ per year.
Selecta is the largest provider of unattended self-serve coffee and convenience food in Europe, leading the way in vending solutions and specialist coffee services. We are hiring a Customer Experience Executive to join our newly formed Client Experience Department.
About Selecta: Selecta operates across 16 countries within Europe, serving 12 million people every day. Within the UK we deliver a national service, relied on and trusted by circa 3,500 businesses to serve tasty beverages and snacks at a variety of locations from workplaces to schools, universities and hospitals and everywhere in-between.
Responsibilities:
- Taking ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer.
- Acting as a customer champion, delivering an excellent customer experience at all times and support with increasing our Customer Satisfaction, Customer Retention and Net Promoter Scores (NPS) scores.
- Acting as a brand ambassador when interacting with clients, consistently demonstrating high levels of integrity, diligence and professionalism.
- Supporting the Client Experience Leader with achieving key KPIs.
- Assisting with the training of new starters.
- Providing support with ad-hoc projects and tasks as required.
- Liaising with Operations and Technical teams to identify and provide a resolution for customer issues.
- Supporting with initiatives to upsell or promote Selecta’s products or services.
- Maintaining an up to date knowledge of company procedures.
- Ensuring customer emails and phone calls are responded to within agreed department response times.
Requirements:
- Excellent understanding of what a great client experience.
- Strong organisational skills and excellent attention to detail.
- Strong communication skills and complaint handling experience, recognising the need to balance customer demands with company policies.
- Experience using CRM case management systems.
- Strong PC skills, especially Microsoft Excel, Microsoft Teams.
- An understanding of contracts, including services for merchandising and technical.
- Excellent time management capability and the ability to work under pressure in a fast-paced environment.
- Self-motivated, with the ability to work under minimal supervision.
Applicants must have the Right to Work in the UK permanently. In line with the Immigration, Nationality and Asylum Act, all applicants will be expected to provide proof of eligibility to work in the UK if invited to interview. Selecta UK recognises the benefits of a diverse workforce and we therefore welcome applications from all backgrounds and all sections of the community.
Benefits:
- 25 days holiday pa + bank holidays
- Security of 5-weeks paid sick leave
- Development opportunities available and clearly mapped career paths
- You’re supported by a strong leadership team
We look forward to receiving your application!
Customer Experience Executive employer: Selecta
Contact Detail:
Selecta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive
✨Tip Number 1
Get to know the company! Research Selecta's values and services so you can speak confidently about how you can enhance their customer experience. This shows you're genuinely interested and ready to be a brand ambassador.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries, role-play common scenarios with friends or family. This will help you articulate your thoughts clearly and handle complaints like a pro.
✨Tip Number 3
Network like a champ! Connect with current or former employees on LinkedIn to gain insights into the company culture and expectations. Plus, it might just give you an edge in your application!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join the Selecta team!
We think you need these skills to ace Customer Experience Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Experience Executive role. Highlight your experience in client relations and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for customer service and how you embody the qualities we’re looking for. Be genuine and let your personality come through – we love that!
Showcase Your Skills: Don’t forget to mention your organisational skills and attention to detail. If you’ve got experience with CRM systems or handling complaints, make sure to include that too. We’re keen to see how you can contribute to our client experience!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Selecta
✨Know Your Customer Experience
Before the interview, brush up on what makes a great client experience. Think about examples from your past roles where you’ve gone above and beyond for customers. This will show that you understand the importance of customer satisfaction and can relate to Selecta's mission.
✨Showcase Your Communication Skills
Prepare to discuss how you've handled customer complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your strong communication skills and ability to balance customer needs with company policies.
✨Familiarise Yourself with CRM Systems
Since experience with CRM case management systems is a requirement, make sure you’re comfortable discussing any relevant tools you’ve used. If you haven’t used a specific system, research it beforehand so you can speak confidently about how you would adapt.
✨Demonstrate Your Organisational Skills
Think of examples that highlight your organisational skills and attention to detail. Be ready to explain how you manage your time effectively, especially in a fast-paced environment. This will reassure them that you can handle the demands of the role.
