Start Dates: ASAP
Hours: 40 per week, Monday to Friday
Diligenta are looking for Customer Experience Partners to join our team in Peterborough. The ideal candidate will have a focus on using their exceptional customer service, relationship building and technical skills to deliver great customer outcomes.
Delivering an excellent customer journey experience will include completing Customer Journeys (and any associated tasks) received through all channels, including inbound and outbound telephone calls, in writing, by email and through all other digital methods, with a focus on delivering First Point Resolution and customer query end to end ownership to its desired satisfactory outcome in a timely manner.
What you can expect to do:
- Work proactively to ensure that all such enquires are delivered effectively as a First Point Resolution, where doing so, in line with agreed processes
- Use higher order customer service skills such as empathy, active listening and problem solving when interacting with customers
- Be prepared to operate in an across 'all functioning' Customer Service Journey operations model e.g. Service Centre/Contact Centre,
- Manage workload and work accurately and efficiently to enable the delivery of individual, team and Client SLAs / KPIS
- Instigate, support and drive through opportunities to improve efficiency of processes
- Strictly observe and adhere at all times to contractual and legal obligations
What we're looking for:
- Qualified to GCSE standard or equivalent (must include a minimum of Grade 4 Standard Pass or above in Maths and English)
- Any relevant customer services / digital proficiency qualifications or financial services (qualifications) would be an advantage.
- Ideally would have evidence of delivering strong experience outcomes within a customer facing digital environment
- A confident, professional telephone manner and ability to effectively execute on the above duties, in digital, written and verbal form.
- An ability to continually learn, use and help improve digital solutions and technologies.
- Must possess and demonstrate a helpful, can-do and service-oriented outlook
Benefits:
- Discretionary annual bonus (up to 5%)
- Company pension scheme membership
- 23 days holidays + 8 bank holidays
- Holiday allowance rising with promotion
- Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
- 24/7 access to a wide range of books
- Receive a wide range of retail discount shopping schemes
- Access to our confidential helpline is available to be used by you and your family
- Get to volunteer in our own employee communities throughout the working day
- Develop your career through our client's wider global organisation
Don's miss this competitive opportunity, apply today!
Guidant is acting as an Employment Agency in relation to this vacancy.