Customer Experience Executive

Job Description

We Are Car Benefit SolutionsCar Benefit Solutions is the leading provider of Employee Car Ownership Schemes in the UK, delivering complete solutions that span consultancy and scheme design through to implementation and fleet management. We have a strong client base in Automotive and Corporatesectors, working in partnership with 25 manufacturer brands to deliver schemes to more than 300 businesses and 2000 franchise dealerships. We offer a comprehensive benefit and rewards package, ranging from health and wellbeing initiatives to discounted carschemes and flexible working. We are a 3 star outstanding best companies to work for and one of the top 75 employers in the North West. As well as Silver Investors in People Status, we have also won local Made in Bury Business Awards.Location: Bury, Greater ManchesterContract Type: PermanentHours: Full TimeSalary: £16,500 per annumBenefits: 25 days holiday plus buy/sell policy of up to 5 days, BUPA - Private medical insurance, sponsored car schemes, 5% minimum employer pension contribution, Employee Assistance Programme (24/7 wellbeing support), Medicash (Subsidised dental, opticaland alternative therapies, death in service insuranceRoleTo 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.The Challenge AheadThe Customer Experience Team is responsible for delivering excellence and expertise at every stage of interaction with the client. The CET department will work with the wider CBS business to continuously improve the products, services and systems to meet andexceed the customer needs and lead expectations to maximise CBS business growth and retention.Responsibilities

• 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 STORM, CRM, HPI, DVLA and MID 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

QualificationsEssential

• GCSEs grade C and above to include Math & English

Desirable

• A level education
• Educated to degree level
• Fleet management qualification
• Customer service qualification

Skills, Knowledge & AttributesEssential

• Good IT, Excel and MS Office skills
• Ability to work in a fast-paced, varied, challenging and rewarding environment
• 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
• 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

• Previous experience working in a customer services or automotive industry
• Knowledge of CBS products and systems

Please note, we do not accept any form of unsolicited direct contact from agencies that are not on our PSL.You may have experience of the following: Customer Experience Executive, Customer Experience Officer, Customer Service Advisor, Customer Service Officer, Customer Service Executive, Customer Service Assistant, Customer Relationship, Insights, Contact Centre,etc.Ref: 101 420