Customer Experience Assistant

Posted on Aug 15, 2019 by CV-Library

Manchester, Greater Manchester, United Kingdom
Immediate Start
£19k - £22k Annual
As Customer Experience Assistant, you’ll play a critical role in the CX team at Bruntwood. As well as being the company’s expert in customer communication, you’ll be responsible for our central complaints process and make sure we always handle customer dissatisfaction with a best practice approach. A passionate customer advocate and champion for the customer experience, you’ll also support our CX team to deliver positive changes across the customer journey.

What you’ll be doing:

Managing the Customer Relations inbox, dealing with low and mid level complaints and escalating/managing top tier complaints as appropriate.

Supporting our people through the complaints process, keeping an eye on best practice, identifying opportunities and delivering continuous improvements.

Drafting, adapting and critiquing customer communications in line with our new tone of voice.

Championing our new tone of voice and proactively identifying opportunities for us to improve our customer communications across teams/roles, particularly in property services.

Delivering operational customer experience improvement projects, as determined by the customer experience manager.

Supporting the Customer Experience team in the coordination and delivery of large scale customer experience projects, as outlined in the strategy.

Gathering insight from customer feedback providing reports and recommendations on how we can improve the customer experience.

Being a champion for the Voice of the Customer, always keeping an ear to the ground for customer feedback and insight.

Being an advocate for the customer, encouraging the business to balance commercial and customer interests and offering up solutions for ‘how’ we do this.

Developing a wide network of relationships across the business to promote the customer experience agenda, including across our Regions and particularly in property services.

Identifying and pursuing opportunities to improve the customer experience - no matter how small.

What we’re looking for:

Operational project management experience and a passion for impactful customer experience.

Creative writing skills, using our tone of voice throughout communication.

Knowledge, experience and interest in excellent complaint handling practice.

You are prepared to roll up your sleeves in order to deal with the nitty gritty as you are being at the front of the room

Able to connect with and influence multiple stakeholders.

A willingness and ability to learn new skills or enhance existing ones quickly

Strong customer focus and the ability to inspire this in others.

You really want to make a difference and you never walk past a problem.

Strong organisation skills

At Bruntwood we work hard to create an exceptional experience for our colleagues. As well as a competitive salary, we offer all the benefits you’d expect from a successful, established business (like an 8% matched pension scheme, private healthcare and an employee shares scheme) as well as some quirky benefits you’d get at in a progressive, people focused company (like free healthy breakfasts, birthday leave and access to fitness classes). Working in an agile way, we give you the chance to work in our state-of-the-art workspaces. Above all, you’ll be joining a team full of passionate people who are brilliant to work with.

We offer you more than the opportunity to work. We offer you the chance to shape your world. Apply today.

This role is paying £19,000 - £22,000.

Bruntwood is an equal opportunity employer.

No agencies please

Reference: 210621361

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