Customer Experience Advisor/ Admin x2
What's involved with this role:
Title: Interim Customer Experience Advisor/ Admin x2Job Ref: VLA 5254516
Pay Rate: £11.44 per hour PAYE
Hours per week: 40 Monday - Friday, normal working hours
Role Length: This opening assignment is for 2 months
City: CANNOCK
Respond professionally and efficiently to all inbound customer inquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to rates, service and invoice queries, as well as the handling of service failures consistent with Veolia performance standards.
Key Responsibilities:
Providing a professional and timely response to customer enquiries e.g lift enquiries, ensuring service failures are minimised where possibleCommunication via a range of channels including phone calls, live chats, text messages, salesforce cases, and email with full adherence to set escalation procedures
Gathering and compiling information to ensure all queries are being handled in a timely, efficient manner between call takers and other customer service teams and functions.
Provide rates/quotes, information on proof of collections, assist on invoice enquiries, and any other general queries
Conducting customer reviews for feedback to ensure satisfaction with service
Director complaints, referrals from Service Centres, calls, website, chat, twitter, facebook are all handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty
Build strong relationships with internal and external customers
Administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative dutiesSales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre qualification questionnaires
Support the business in achieving targeted growth, through up-selling and cross-selling Veolia Products and Services.
Qualifications:
GCSE in Maths and English C+ or equivalent.Customer service qualification - desirable
Knowledge:
Experience:
Minimum of 12 months recent experience in a similar role or context and ideally within a public sector organisation.Previous experience within the waste industry - desirable
Previous customer service experience - desirable
Previous experience of using CRM applications e.g Salesforce - desirable
Skills & Abilities:
Excellent written and verbal communication skills with strong interpersonal skills.Attention to detail skills.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
Patient and able to effectively handle conflict situations and provide empathy.
Ability to multitask.
Typing 40 w.p.m.
Must possess excellent telephone etiquette.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and exact job title.
To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms.We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days please assume that you have not been shortlisted on this occasion.We will, however, be very happy to receive future applications from you for other roles.
ALD1
Job Ref: VLA 5254516
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.