Customer Experience Executive

Car Benefit Solutions
£16500/annum + BUPA, Pension, car schemes
17 Jul 2017
16 Aug 2017
Contract Type
Full Time
Car Benefit Solutions is a dynamic, values driven company with an outstanding reputation and pride in its commitment to service delivery. This role is based at our impressive Head Office premises in Bury and your working hours will be 35 hours per week Monday to Friday. Standard hours are 9-5 but you will be required to work occasional shifts of 8.30-4.30 and 9.30-5.30. The main activity in the role will be to deliver an outstanding end to end customer experience and transactional process from a single point of reference in the CET; bridging all scheme solutions and every aspect of the customer needs.

Main responsibilities include:

• Be responsible for the customer relationship, delivering an outstanding customer experience for every stage of interaction with CBS schemes, solutions and customer requests
• Undertake all tasks relating to the lifecycle of a CBS vehicle from delivery to disposal including all the administration, documentation, 1Link, DVLA, cherished plates, fines and finance processes
• Ensure that all CBS vehicles are appropriately insured, provide assistance to the drivers to achieve this and report to the business on this as and when required
• Understand the business and customer needs around monitoring, validating and auditing document sets in line with scheme policies and compliance standards, providing reports to the business as and when required
• Maintain databases as well as other bespoke software and data in line with the customer and CBS needs
• Validate, scan and file all documentation relating to CBS vehicles in a timely and accurate manner
• Assist drivers with queries relating to website, end of contract issues, mileage recording and general scheme enquiries through to satisfactory outcome for both the customer and business needs
• Implement and communicate CBS system enhancements, on-boarding clients and drivers alike to deliver continuous improvements to the customer experience
• Deal with all client enquiries, queries and issues, see this through to satisfactory resolution and highlight areas for improvement where appropriate
• Take responsibility for all CBS postal requirements including equipment maintenance, stationary stock levels and credit facilities
• Deal with vehicle maintenance, repairs, MOTs, safety recalls and asset management as required to support the wider CET responsibilities in line with CBS protocol
• Be accountable for the provision of customer hire cars as and when required
• Assist with the disposal of CBS vehicles to ensure maximum commercial and operational return
• Carry out any ad-hoc tasks as required to support the CET vision and objectives

Essential criteria for candidates include:
• Good IT, Excel and MS Office skills
• Ability to work in a fast-paced, varied, challenging and rewarding environment
• Previous experience working in a customer services role
• Passionate, dedicated, customer focused and driven to succeed in the delivery of excellent customer service
• Strong and effective verbal and written communication skills at all levels
• Meticulous organisation skills
• Excellent telephone manner and skills
• Knowledge of CBS products and systems
• Ability to remain calm and meet deadlines
• Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment

Desirable criteria include:

• Customer service qualification
• Previous experience working in the automotive industry

Please submit your CV and covering letter to apply for the role