At a Glance
- Tasks: Lead a team to deliver top-notch customer experiences and manage order processing.
- Company: Join a well-established global manufacturing business in a niche industry.
- Benefits: Competitive salary, supportive team environment, and opportunities for professional growth.
- Other info: Flexible working hours and a dynamic team culture await you!
- Why this job: Make a real impact by enhancing customer satisfaction and driving operational excellence.
- Qualifications: Experience in customer service or sales administration, with strong communication and organisational skills.
The predicted salary is between 28500 - 28500 £ per year.
Working for a well-established global manufacturing business that operates in a niche industry. As the Senior Customer Experience Specialist, you will deliver an excellent customer experience and support to internal and external customers for orders and general enquiries. Ensuring all requests are prioritised, organised and processed accurately and on time, taking ownership for resolution.
As the Senior Customer Experience Specialist you will be the daily operational lead, supporting the Customer Experience Manager with escalations and ensuring the team delivers and exceeds KPI’s.
- Operational Rigour: Drive operational rigour within Team to meet or exceed KPIs and deliver customer satisfaction. Support Customer Experience Manager to drive operations. Hold Team accountable for individual and team objectives.
- Order Processing: Spend 25% of time at a minimum undertaking order entry. Process all sales orders within 1 working day to a high degree of accuracy. Proactively informing any issues and any date changes to the customer.
- Communication: Internal and External communication to ensure fast and accurate processing of orders.
- Export Compliance: Ensure all orders are processed whilst adhering to company export compliance policies, elevate to leadership when necessary.
- Calls: Ensure all phone calls are answered within SLA of 20 seconds.
- Quality Checks: Conduct monthly quality checks on assigned team members in adherence with timetable set by the Customer Experience Manager. Giving constructive feedback to enable enhanced excellence.
- Escalations: Communicate any significant complaints to the Customer Experience Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company.
- Coaching: Actively support the customer experience evolution to best in class. Identify opportunities to provide coaching and support with Team, be a subject matter expert. Drive the CS vision with the Management Team to evolve the CS operation.
- Backlog Report: Run and update order backlog report. Ensure compliance to GDP, ISO 9001 & other applicable quality standards.
Candidate Requirements:
- Experience in Customer Service, Sales Administration, Customer Experience, Key Account Manager or similar role is essential.
- Previous experience working as a Team Senior is essential.
- Experience working in a B2B environment.
- Attention to detail.
- English fluency.
- Excellent communication skills, being able to communicate at all levels.
- Strong organisational skills.
- IT skills on MS Office Suite; specifically, outlook and excel.
- Proven ability to work flexibly and accurately across a broad range of processes.
- Teamwork and coaching/training.
- Passion for delivering excellent customer experiences.
- Confident in taking decisions.
This role is commutable from: Stone, Stafford, Newcastle under Lyme, Cheadle, Yarnfield, Eccelshall, Woore, Rugeley, Stoke on Trent, Uttoxeter, Abbots Bromley, Keele, Penkridge and surrounding areas.
Ideal Experience:
- Senior Customer Experience
- Senior Sales Admin
- Senior Customer Service
- Team Senior
- Internal Account Manager
Hours: Monday – Thursday, 9:00 am – 5:00 pm; Friday 8:00 am – 4:00 pm.
Salary: £28,500 per annum.
Senior Customer Experience Advisor. Job in Stone LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Join a well-established global manufacturing business in Stone, where we prioritise employee growth and development within a supportive work culture. As a Senior Customer Experience Advisor, you will benefit from a collaborative environment that values operational excellence and customer satisfaction, alongside competitive salary and flexible working hours. Our commitment to coaching and continuous improvement ensures that you will thrive in your role while making a meaningful impact on our customers and the team.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Advisor. Job in Stone LilyLifestyle Jobs
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering excellent customer experiences, make sure you can articulate your thoughts clearly and confidently during interviews. Role-play with a friend or use video calls to simulate the experience.
✨Tip Number 3
Showcase your organisational skills! Be ready to discuss how you've managed multiple tasks or projects in the past. Use specific examples to demonstrate your ability to prioritise and meet deadlines, just like they expect in this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about landing the job with us at StudySmarter.
We think you need these skills to ace Senior Customer Experience Advisor. Job in Stone LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Customer Experience Advisor role. Highlight your relevant experience in customer service and any leadership roles you've held. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about delivering excellent customer experiences and how you can contribute to our team. Keep it engaging and personal, so we get a sense of who you are.
Showcase Your Communication Skills:Since communication is key in this role, make sure your application reflects your ability to communicate effectively. Use clear language and structure your application well. We love seeing candidates who can express themselves clearly!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know the Company Inside Out
Before your interview, do some digging into the company’s history, values, and recent news. This will not only help you understand their culture but also allow you to tailor your answers to show how you align with their mission.
✨Showcase Your Customer Experience Skills
Prepare specific examples from your past roles that highlight your customer service skills, especially in a B2B environment. Think about times when you resolved issues or exceeded customer expectations, as these stories will resonate well with the interviewers.
✨Demonstrate Operational Rigour
Since this role involves driving operational excellence, be ready to discuss how you've previously met or exceeded KPIs. Share any strategies you used to improve processes or enhance team performance, as this will show your proactive approach.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, the challenges they face, or how success is measured in the role. This shows your genuine interest and helps you gauge if the company is the right fit for you.
