Job Type:	contract	Duration:	12 months
Category:	Customer Support or Client Care	Recruiter Reference:	859385
URL for Applications:	Apply Here	Salary:

Are you a people person who can help us make a difference?

*Please note, you must be based in either East/West Midlands or Lincolnshire areas as travel will be required*

We are currently looking for a Customer Experience Assistant to work in our Customer Experience Team, covering a 12-month maternity leave.

You will act as a key point of contact for incoming enquiries from both internal and external customers – delivering and promoting high quality customer services that meet regulatory requirements. 

You will be joining a busy department that must work in line with regulatory standards and Ombudsman code, so ideally will be good at multitasking, meeting deadlines and have strong administrative skills and attention to detail.

We are looking for someone who is enthusiastic with a passion to learn and drive standards to provide an excellent customer experience. You are key to ensuring that we are putting people first – your care and empathy will ensure we give every customer that has contact with the Customer Experience Team, the experience that makes them feel as though they matter

Some of your key duties will involve:  

Provide administrative support to all the Customer Experience Team.

Administer and co-ordinate the Complaints, Compliments and Comments Policy, providing general administrative support.

Administer all group compensation requests.

Administer the process for Councillor and MP enquiries.

Support the team to ensure a robust and consistent methodology for obtaining and managing customer satisfaction.

Support the rollout and monitoring of the Customer Experience Roadmap.

You will handle a wide range of customer interactions and make sure everything goes smoothly, so the ability to quickly build rapport with people and understand their needs is essential.

This is a key role in driving and enhancing our customer/people centric culture, ensuring that customers are heard and understood and receive an outstanding end to end customer journey that ensures we deliver our corporate strategy, live our values, and create proud people matter customer experiences.

Some of the things we are looking for:

Have a minimum of 3 years working within an administrative (or equivalent) role

Experience of dealing with customers with complex issues

Experience of introducing or recommending new or improved administrative services

Experience in dealing effectively with difficult and sensitive situations

Understands the importance of using digital methods to engage with customers

Ability to manage a challenging workload

Ability to work on own initiative with first class organisational skills, to manage constant (and often conflicting) demands

Commitment to working as part of a team, and willing to work collaboratively with others at all levels

Ability to relay accurate information in a timely manner to customers, colleagues and partners in a variety of formats including verbal and written

Ability to deal sensitively and professionally with a wide variety of customers to provide an individual tailored service

Competent user of MS packages including work and excel

It is essential that you have a driving licence and the use of your own vehicle to be able to attend meetings with customers and partners and to attend Group offices as required. Your business mileage will be reimbursed as per the current Inland Revenue mileage rates.

Please not that you will also be required to undergo a DBS check prior to starting in the role.

Some of the great benefits we can offer you:

Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave   

Family friendly policies including generous Paternity, Maternity, Shared Parental and Adoption leave plus 3 days paid Urgent Domestic Leave

Medicash membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts        

Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapies and more      

Pension scheme with minimum employee contributions of up to 3% and Platform will contribute up to 8% (inclusive of life assurance and dependent on employee contributions)        

Learning and Development opportunities 

Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers

If this sounds like the ideal opportunity for you, please click apply or don’t hesitate to get in touch if you would like to know more about the role. To arrange an informal discussion about this role, please contact laura.hall@platformhg.com  

Please note interviews for this role will take place on 22nd and 24th of February 2023, a member of the team will contact you to arrange a suitable time.