Customer Experience Coordinator

Job Description

Customer Experience Co-ordinatorThis is a fantastic opportunity to work for one of the London Stock Exchange Groups Top 1000 Companies to Inspire Britain 2020.Pennine Home Improvements is the North Easts leading, customer focussed retail installer of high-quality home improvement products spanning contemporary extensions, conservatories, orangeries, replacement roofs, windows and doors in both uPVC and aluminium.We are looking for a passionate, driven and customer focused Customer Experience Co-ordinator who can flourish and progress within a fast paced, forward thinking environment. You will have the desire to be responsible for providing industry leading levelsof customer service and exceeding customer expectations.You will be highly driven, motivated, passionate and determined to succeed, you will be driven to deliver an excellent customer experience.Hours of work are Monday to Friday 8.30am to 5.00pm.Role Responsibilities

• Working with internal and external departments to resolve our customers queries, and identify resolution of customer problems;
• To respond to email and telephone communications in a timely, friendly, professional and efficient manner;
• To develop your product knowledge, keep up to date with product developments and offer customer advice to the resolution of their queries;
• To obtain and analyse all relevant information, dealing with product and service inquiries in accordance with the company guidelines;
• Communicate on a regular basis with customers, keeping the customer up to date with developments and problems and checking the customer is happy with our service;
• To listen to the customers enquiry effectively and determine the best course of action;
• Quickly understand the issues the customer is facing, with the initiative to resolve the customer queries, ask the right question and focus on ensuring a resolution;
• Reassure the customer so they are confident they enquiry will be dealt with;
• To build and create lasting relationships, providing the best possible experience for the customer;
• Record and respond to customer complaints and where appropriate highlight complaints to the Head of Customer Experience;
• To meet all complaints targets and ensure individual complaint escalation targets are met;
• To maintain all relevant paperwork, keeping paperwork and filing up to date;
• To deal with any other administrative duties as required by the Head of Customer Experience.

Person Attributes

• Solutions focussed and able to respond to customer needs in a timely manner;
• Be able to work on your own initiative;
• A passion for delivering an excellent customer experience;
• The ability to manage customer expectations in line with commercial focus;
• Strong admin skills with a good working knowledge of Microsoft packages;
• Strong written skills;
• Professional telephone manner;
• Excellent problem-solving skills;
• Motivated individual with a can-do approach to work and the ability to Make it happen;
• Quality driven & professional, employing the highest levels of honesty, probity, and integrity.
• And most importantly, a good sense of humour

If you would like to be considered for this opportunity, please send your CV and covering letter detailing your salary expectations.