Purpose
To respond professionally and efficiently to all customer enquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to calls, cases, service and invoice queries, as well as the handling of service failures consistent with Veolia performance standards.
People
? Providing a professional and timely response to all customer enquiries ensuring an efficient, effective and recorded log of communication history and resolutions.
? Communication via our omni-channel platforms with full adherence to set SLA’s and department processes and procedures.
? Being the initial point of contact for all customer contacts to provide a resolution in line with the agreed KPIs.
? Build strong relationships with internal and external customers across all business lines and functions.
? Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI and are handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty
? Commit to completing all training in line with set criteria and deadlines.
? Provide information on proof of collections, assist on invoice enquiries and any other general enquiries
? Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre qualification questionnaires
? Conducting customer reviews for feedback to ensure satisfaction with service
? Complete administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative duties
? Sales team support: logging and assigning leads to the Telesales Department,, contract checks, validating information, assisting with pre-qualification questionnaires
? Duty of care to follow through and understand Data Protection, GDPR Confidentiality, Terms & Conditions of Contract Legislation
? Supporting the annual Duty of Care compliance programme
? Adhere to all applicable call flow processes and Quality Assurance requirements
? Adhere to all processes and procedures as set out
? Supporting other teams within the department according to the needs of the business.
Customers
? Responsible for 100% internal and external customer satisfaction
? Interact effectively with other members of the customer experience, operations and sales teams
? The Customer Experience Apprentice Advisor is responsible for achieving the KPIs and Objectives:
? All phone calls and live chats are answered in 60 seconds or less.
? <10% omnichannel abandonment
? >75% of cases closed on a first-time resolution basis in Salesforce
? <10% credit invoice queries outstanding at end of month
? Customer satisfaction 70%+
? All Customer queries logged on Salesforce following creation adherence
? 90% plus first time resolution while on calla
? Respond and acknowledge 90% of all enquiries within 4 hours, with a further update in 24 hrs
Sustainability
? To contribute to the design and delivery of company initiatives.
? Work collaboratively with the Commercial Operations and Sales Team to deliver the right people solutions for the business.
? Increase HUB usage and reduce the need for printing and posting
Qualifications
Essential:
? A commitment to providing a great customer experience
? Excellent written & verbal communication
? GCSE (or equivalent) in Maths & English pass
? A commitment to providing a great customer experience
? Excellent written & verbal communication
? Strong interpersonal skills
? Focused and self-motivated
? Patient and able to effectively handle conflict and provide empathy
Desirable:
? GCSE (or equivalent) in Maths & English pass
? A commitment to providing a great customer experience
? Excellent written & verbal communication
? Strong interpersonal skills
? Focused and self-motivated
? Patient and able to effectively handle conflict and provide empathy
? Ability to multitask
? Computer literacy
? Working knowledge of Google Office Applications (Sheets/Docs)
This role is 100% onsite.
If you are found to have suitable experience, you will be required to attend an assessment centre onsite on 6th January 2025.
Guidant Global (BH4SF) is acting as an Employment Business in relation to this vacancy.