Client Experience Executive - National Accounts

Client Experience Executive - National Accounts
Selecta, United Kingdom

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Unspecified
Total Vacancies
1 Job
Posted on
Apr 9, 2021
Last Date
May 9, 2021
Location(s)

Job Description

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 Client 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.

GENERAL DESCRIPTION

The Client Experience Executive is responsible for the ongoing satisfaction of our Client base. Working as front-line contact for all their queries and charged with maintaining the best possible experience for our client. This is a multi-faceted role requiring the individual to liaise with different internal departments to deliver the best possible outcome for our clients and speedy resolution of their cases.

Our Client Experience Centre includes multiple workstreams: Inbound Calls, Outbound Calls, Emails, Client Portal Support, National Accounts, Express Vending and SCS.

PERSON SPECIFICATION

DISPOSITION:

A helpful and resourceful individual with a positive attitude and high resilience.

Service Minded with an attention to detail.

Ability to drive results and work across departments.

QUALIFICATIONS/SKILLS EXPERIENCE:

Ideally 1 or more years successful years customer service experience within comparable industry including comparable roles in Telesales or digital help desks.

Familiarity with O365 and CRM systems is an advantage

Ability to communicate oral and written information concisely, logically, to internal and external parties

Comfortable working in a complex matrix.

DRIVING LICENCE:

NO

This vacancy will sit in our National Accounts Support team, providing dedicated support to our largest clients, predominantly through online portals, email and phone. This role also includes system reporting for our clients.

Our Client Experience Centre is open 7 days a week and there is a 5 out of 7 day working pattern.

Requirements

  • Take ownership of client queries, working with internal stakeholders to investigate and provide a full resolution for the client.
  • Act as a client champion, delivering an excellent customer experience at all times and support with increasing our Client Satisfaction, Client Retention and Net Promotor Scores (NPS) scores.
  • Ensure client emails and phone calls are responded to within agreed department response times.
  • Act as a brand ambassador when interacting with clients, consistently demonstrating high levels of integrity, diligence, and professionalism.
  • Investigate and respond to client complaints, providing a resolution in line with client expectations and in line with company policies.
  • Act at all times as a team player, working with your colleagues to achieve department goals and objectives.
  • Support with initiatives to upsell or promote Selecta’s products or services.
  • Maintain an up-to-date knowledge of company procedures.
  • Liaise with Operations and Technical teams to identify and provide a resolution for customer issues.
  • Assist with the training of new starters.
  • Provide support with ad-hoc projects and tasks as required.
  • Supporting with weekend cover on a rota basis.


Applicants must have the Right to Work in the UK permanently. Please apply for consideration- we look forward to reviewing your CV.

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.

Job Specification

Job Rewards and Benefits

Selecta

Information Technology and Services - London, United Kingdom
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