Job Title: Customer Experience Executive Mobility
We are seeking a highly organized and customer-focused individual to join our Mobility Department as a Customer Experience Executive.
Key Responsibilities:
* Ensure a consistently high standard of customer experience is delivered at all times.
* Provide office support to colleagues, ensuring everyday matters are managed professionally.
* Conduct administration tasks accurately and efficiently.
Core Duties:
* Membership management: Process new member applications, respond to membership emails, and adhere to strict protocols.
* Work closely with maintenance and support partners to ensure vehicles are available for use.
* Review escalated customer queries or complaints and take appropriate action to resolve matters.
* Process fines and penalties accurately and on time.
* Organize purchase orders for invoices.
* Create training documentation for dealership staff.
* Provide training for dealership staff on mobility services and communicate key updates.
* Log technical issues with technical suppliers.
* Monitor customer reviews and respond to online queries.
* Analyze customer support reports to ensure high levels of customer satisfaction are consistently achieved.
* Handle GDPR queries and ensure strict protocols are followed.
* Develop and monitor customer satisfaction scores.
* Log company expenses on relevant platforms.
* Ongoing review of procedures and efficiencies.
* Process outstanding payments.
* Prepare vehicle condition reports for vehicles removed from the fleet.
* General administrative duties.
Requirements:
* Strong organizational skills.
* Excellent communication skills.
* Experience managing processes and time management skills.
* Attention to detail.
* Ability to multitask.
* Proficient in Microsoft Excel.
Benefits:
* PCP Staff Vehicle Purchase Scheme.
* Onsite Gym with classes.
* Onsite Canteen facilities.
* Support for further education.
* 26 days holidays with the option to purchase additional holiday days.
* Employee Assistance Programme.