Customer Support Executive

About the opportunity -

Now hiring for a Customer Support Executive to join us at a group that oversees several world leading automotive brands based in either Coventry or Slough. You will be an integral part of the business, managing customer needs and identifying potential solutions and renewal opportunities.

Job details

• Salary - £25000 per annum
• Location - Coventry (CV3) or Slough (SL1)
• Type of role - Temp to Perm
• Role duration - 12 weeks initially, with opportunities to become permanent.
• Hours - 37.5 hours per week

Role Responsibilities

1. Customer Service Excellence:
   • Provide exceptional telephone service to customers.
   • Understand and address customer requirements.
   • Manage customer requests throughout the contract lifecycle.
   • Manage end-of-contract process efficiently.
   • Handle complex or difficult enquiries effectively.
2. Customer Relationship Management:
   • Drive NPS survey participation.
   • Build and maintain relationships with customers, dealers, and internal departments.
   • Act on customer feedback to improve overall experience.
3. Process Improvement and Compliance:
   • Identify inadequacies in systems and processes.
   • Contribute to new initiatives for improving revenue, efficiency, and satisfaction.
   • Maintain knowledge of products, procedures, and compliance requirements.
   • Undertake regular training to ensure compliance with regulatory requirements.
4. Sales and Business Development:
   • Increase renewal and upselling opportunities.
   • Optimise new business conversion.
   • Increase penetration of value-adding products/services.
5. Team Support and Ad-hoc Duties:
   • Provide seamless customer experience in absence of colleagues.
   • Undertake ad-hoc duties as required.

Candidate Requirements

• Customer Service Skills: Exceptional telephone service, understanding customer requirements, managing complex enquiries effectively.
• Relationship Building: Building and maintaining relationships with customers, dealers, and internal departments.
• Process Improvement: Identifying inadequacies, contributing to new initiatives, maintaining compliance.
• Sales Acumen: Increasing renewal and upselling opportunities, optimising new business conversion.
• Analytical Thinking: Assessing customer feedback, identifying improvement opportunities, understanding compliance requirements.
• Communication Skills: Verbal and written communication, handling difficult enquiries, providing tailored responses.
• Adaptability: Adapting to changing customer needs, handling various statutory and regulatory requirements.
• Decision Making: Making informed decisions, assessing risks, taking timely actions, allocating resources effectively.

Desirable Attributes

• Initiative: Taking proactive steps to find solutions, driving NPS survey participation, recommending customers for positive feedback.
• Business Development: Increasing penetration of value-adding products/services, optimising revenue opportunities.
• Teamwork: Providing seamless customer experience, supporting colleagues, undertaking ad-hoc duties.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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