Customer Experience Advisor

Role Title:

Customer Experience Advisor

Business Unit/Department:

Customer Experience

Location:

Norwich

Reports to:

Customer Experience Team Leader

Date:

2023

Role Purpose

You will be dedicated to supporting a high-performance culture, ensuring that can deliver our values to “love our customers and go the extra mile”. You will deliver an empathic, customer-centric approach to each customer and client interaction and “wow” our customers when you interact with them ensuring their claims are completed efficiently from start to finish.

You will deliver an effective, efficient customer journey using regular, meaningful communication with a focus on agreed targets and adding value for our customers. You will manage a portfolio of jobs on behalf of our customers and clients, including complex queries and escalations. You will use telephone, email and our internal processing and ordering IT system to ensure customer claims are managed effectively from start to finish and revenue opportunities are maximised.

Evander Vision & Mission

We believe that where you live and work should always be safe, secure and sustainable.

Love our Customers. Create a Great Place to Work. Grow our Business.

#WeAreEvander

Key Accountabilities & Activities

• Deliver a customer-centric experience to all Customers and Clients, ensuring you focus on their specific needs in all interactions from start to finish
• Effectively communicate with customer to ensure their jobs are managed in a bespoke manner that responds effectively to the Customers specific set of circumstances, building rapport and empathy.
• Ensure you deliver a service to gain the best Net Promoter Scores (NPS) throughout your on-going interactions
• Use your knowledge and expertise of Evander products and services to offer them opportunities, that will enable them to feel safe and secure i.e. upgrades, Repair or replacement, additional works not covered in the claim
• Use your knowledge and expertise to determine and advise the customer on the best way forward with their claim ie Continue with Insurance claim or opportunity to pay directly and not go through insurance due to ‘No claims bonus’
• Undertake accurate and timely processing of instructions to include validation in accordance with agreed SLA's, policy and procedures.
• Proactively making outbound reassurance calls to Customer/Clients to ensure they are kept updated on progress of their claim, ensuring they always receive excellent customer service and you meet their needs
• Effectively communicating and liaising with Customers, Insurance Companies, Contract Clients, Technical team Depots and Engineers
• Coordinating emails and calls including new work requests and queries in a timely manner using organisation and prioritisation skills.
• Updating in house and client system in a timely and accurate manner.
• Collate and record accurate information on our internal systems.
• Dealing with urgent client queries or complaints effectively.
• Escalating complaints where required in line with FCA guidelines.
• Maintaining own admin duties.
• Continually developing your knowledge of Evander products and services and sharing information with colleagues
• Working to developmental targets, linked to your career development.

Experience and Personal Attributes

Essential

• Experience of working in a telephony based, customer focused environment.
• Outstanding customer service skills
• Highly customer focused with the ability to manage ongoing customer relationships, understand customer needs and deliver an individualised, tailored service.
• Excellent organisational skills with the ability to prioritse and multitask on a daily basis.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with customers and stakeholders on a face-to-face basis, via telephone and via email.
• Strong interpersonal skills and the ability to manage a fluctuating workload.
• Knowledge of Excel, Word, Outlook and Microsoft packages.
• Good problem solving skills and ability to use own initiative.
• Able to work collaboratively as part of a wider team.
• Able to work under pressure and to tight deadlines.
• Ability to present oneself in a professional manner when dealing with the customers and stakeholders of the business.

Personal Attributes

• Resilient under pressure
• Strong customer service ethos
• Flexible attitude to work
• Attention to detail
• Diligent
• Empathetic
• Ability to build strong rapports with customers and stake-holders

Desirable:

• Experience of working within an account management role or previous experience of managing a high turnover of customers.

Other important things…

• Act as an ambassador for our brand values, actively promoting and applying these values wherever possible.
• Comply with Health & Safety requirements of the Company, keeping ourselves and each other safe at all times.
• Take the time to understand and work within Evander’s policies, procedures and ways of working.
• Uphold the company’s equal opportunities policy and ensure that any discriminatory practise within the workplace is appropriately challenged.
• Adhere to all aspects of confidentiality and Data Protection to comply with the law, observing all policies and guidelines.
• The post holder will be required to undertake such other duties as may be required within the competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.
• A full UK drivers’ licence and the ability to travel nationally where required.
• The flexibility for some overnight stays as and when required.
• Valuing Diversity and Inclusion, we aim to create a workforce that is representative of society where colleagues can be themselves. We know that embracing differences enhances Evander’s operational capabilities and helps to create a Great Place to Work. We are proud to celebrate diversity where individuals are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion, or ability.
• Each and every colleague is responsible for taking all reasonable and appropriate measures to protect the Health and Safety of themselves, their colleagues, customers and members of the public. Specific responsibilities and accountabilities are documented and can be found in the Company Health and Safety Policy (Part 2 – Organisation). The post-holder is expected and required to familiarise themselves with the responsibilities that relate to them in their role. Any questions or concerns regarding these responsibilities, or Health and Safety more generally, must be discussed with the post-holder’s line manager, a member of the HR or the Health & Safety team.