Customer Solutions Specialist

Job Reference

Job Type

Permanent

Job Hours

Full time

Duration of Employment

Closing Date

31/01/2022

Job Location

Chadderton

Job Postcode

Salary Benefits

Role Purpose

To deliver an exceptional customer solutions experience, that supports customers through responsive communication,providing the right solutions and service to deliver an excellent customer journey. Proactive outbound promotion of VPS products and service solutions, current marketing campaigns to customers and reengagement of low trading and no longertrading customer accounts with the VPS Group. Driving sales and revenue growth.

Key Accountabilities & Activities

  • Make outbound customer calls to promote and sell VPS products and services. Working with thecustomer to ensure all opportunities for service and additional revenue are explored
  • First point of contact for all our customers, being very responsive to their needs and exceeding theirexpectations. To ensure a right first-time solutions delivery to keep their properties safe and secure
  • Working closely with our field sales colleagues providing daily support where required
  • Responsible for the successful refresher "on boarding" of historical customers and identification of furtherpotential future sales for VPS, driving revenue growth.
  • Pipeline and account management, chasing quotes with effective communication and time management
  • Recording all outbound communications history and customer responses on our systems.
  • Create, check, maintain and update our systems with complete customer details including Contacts, JobTitles, Addresses, Postcodes, Emails and Mobiles to ensure accuracy.
  • Supplying product and service literature to customers
  • Understanding and reporting to the business any competitor activity in the marketplace
  • Sales Support - SFDC administration
  • Order Processing - creation of work orders on Sales Force
  • Supporting the finance department with DSO activities
  • Develop and maintain an excellent knowledge of all the products and services offered by VPS
  • Other ad hoc duties as and when required to ensure the smooth and successful running of the CustomerSolutions Centre, working as one team to deliver service excellence to our customers.
  • Growth and development of customer spend
  • Understanding the factors that influence customer satisfaction and the importance of consistentlydelivering outstanding service to enhance our customer experience.
  • Excellent organisational skills with the ability to prioritise daily tasks and good multi-tasking skills aligned to role needs
  • Knowledge of security industry with specific focus on vacant property solutions
  • To comply with health & safety requirements of VPS (UK) Ltd .
  • To take responsibility for your own health & safety as necessary.
  • To comply with the company's disciplinary and grievance procedure as required.
  • To comply with the company's policies and procedures at all times.
  • To uphold the company's equal opportunities policy and ensure that any discriminatory practise within theworkplace is appropriately challenged.
  • To adhere to all aspects of confidentiality and Data Protection in order to comply with the law. To observe all policies and guidelines.
  • The post holder will be required to undertake such other duties as may be required within the grade and competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusiveor exhaustive.
  • Duties are set out in this job description but please note that, in consultation with the post holder, VPS (UK) Ltd reserves the right to update the job description from time to time to reflect changes in or to the role. Significant permanent changes in duties and responsibilities will require agreed revisions to be made to this job description.

Experience and Personal Attributes

  • Growth and development of customer spend
  • Outbound calling to our customers
  • Quote Accuracy
  • Inbound calls answered SLA 95%
  • Quote to order conversion rate
  • Adding value to contracts
  • Awareness of our products and services to customers

Key Outputs/Metrics or Other important things

Essential:

  • Knowledge of VPS products/services, systems and work processes
  • Ability to work in partnership with field-based sales colleagues to enhance customer journey
  • Strong interpersonal and communication skills - oral, written and listening
  • Able to work under pressure and to tight deadlines
  • Adherence to all published policy and procedure
  • Computer literacy
  • Desirable
  • Knowledge of security industry with specific focus on vacant property solutions

Key Outputs/Metrics or Other important things

  1. To comply with health & safety requirements of VPS (UK) Ltd .
  2. To take responsibility for your own health & safety as necessary.
  3. To comply with the company's disciplinary and grievance procedure as required.
  4. To comply with the company's policies and procedures at all times.
  5. To uphold the company's equal opportunities policy and ensure that any discriminatory practise within the workplaceis appropriately challenged.
  6. To adhere to all aspects of confidentiality and Data Protection in order to comply with the law. To observe all policies andguidelines.
  7. The post holder will be required to undertake such other duties as may be required within the grade and competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.
  8. Duties are set out in this job description but please note that, in consultation with the post holder, VPS (UK) Ltd reserves the right to update the job description from time to time to reflect changes in or to the role. Significant permanent changes in duties and responsibilities will require agreed revisions to be made to this job description.