Customer Experience Executive

Selecta

  • Hemel Hempstead, Hertfordshire
  • £25,000 per year
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Selecta is the largest provider of unattended self-serve coffee and convenience food in Europe, leading the way in vending solutions and specialist coffee services. We are hiring a Customer Experience Executive to join our newly formed Client Experience Department.About SelectaSelecta operates across 16 countries within Europe, serving 12 million people every day. Within the UK we deliver a national service, relied on and trusted by circa 3,500 businesses to serve tasty beverages and snacks at a variety of locations from workplaces to schools, universities and hospitals and everywhere in-between.Responsibilities
  • Taking ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer.
  • Acting as a customer champion, delivering an excellent customer experience at all times and support with increasing our Customer Satisfaction, Customer Retention and Net Promotor Scores (NPS) scores.
  • Acting as a brand ambassador when interacting with clients, consistently demonstrating high levels of integrity, diligence and professionalism.
  • Supporting the Client Experience Leader with achieving key KPIs
  • Assisting with the training of new starters.
  • Providing support with ad-hoc projects and tasks as required.
  • Liaising with Operations and Technical teams to identify and provide a resolution for customer issues.
  • Supporting with initiatives to upsell or promote Selecta’s products or services.
  • Maintaining an up to date knowledge of company procedures.
  • Ensuring customer emails and phone calls are responded to within agreed department response times.
Requirements
  • Excellent understanding of what a great client experience.
  • Strong organisational skills and excellent attention to detail.
  • Strong communication skills and complaint handling experience, recognising the need to balance customer demands with company policies.
  • Experience using CRM case management systems.
  • Strong PC skills, especially Microsoft Excel, Microsoft Teams.
  • An understanding of contracts, including services for merchandising and technical.
  • Excellent time management capability and the ability to work under pressure in a fast-paced environment.
  • Self-motivated, with the ability to work under minimal supervision.
Applicants must have the Right to Work in the UK permanently. Please apply for consideration- we look forward to reviewing your CV.In line with the Immigration, Nationality and Asylum Act, all applicants will be expected to provide proof of eligibility to work in the UK if invited to interview. Selecta UK recognises the benefits of a diverse workforce and we therefore welcome applications from all backgrounds and all sections of the community.Benefits
  • 25 days holiday pa + bank holidays
  • Security of 5-weeks paid sick leave
  • Development opportunities available and clearly mapped career paths
  • You’re supported by a strong leadership team
We look forward to receiving your application!At this stage we can only accept applications for individuals already living in the UK and with the right to work in the UK. In line with the Immigration, Nationality and Asylum Act, all applicants will be expected to provide proof of eligibility to work in the UK if invited to interview. Selecta UK recognises the benefits of a diverse workforce, and we therefore welcome applications from all backgrounds and all sections of the community.

Selecta