Customer Experience Executive

To deliver an outstanding end to end customer experience and transactional process from a single point of reference in the Customer Experience Team; bridging all scheme solutions and every aspect of the customer needs.

The Customer Experience Team (CET) is responsible for delivering excellence and expertise at every stage of interaction with the client. The CET department will work with the wider CBS business to continuously improve the products, services and systems to meet and exceed the customer needs and lead expectations to maximise CBS business growth and retention.

The salary for this role is £24,000 per annum. The working hours are 35 hours per week, from Monday to Friday on a hybrid working pattern with the option to work from home 1 day per week following successful probation.

About Us
At Car Benefit Solutions, we specialise in providing Employee Car Ownership Schemes and other customised car schemes, such as salary sacrifice. With support from leading motor manufacturers and managed by our dedicated team at CBS, our schemes are thoughtfully designed to bring benefits to both employers and employees.
We have a strong reputation in the Automotive and Corporate sectors. We are proudly recognised as a 3-star World Class best company to work for, ranked 3rd in the Business Services sector. Additionally, we are among the top 25 employers in the Northwest region. Our Gold status further exemplifies our commitment to our people as Investors in People and We Invest in Wellbeing.

Key Accountabilities

• Be responsible for the customer relationship, delivering an outstanding customer experience for every stage of interaction with CBS schemes, solutions and customer requests
• Undertake all tasks relating to the lifecycle of a CBS vehicle from delivery to disposal including all the administration, documentation, 1Link, DVLA, cherished plates, fines and finance processes
• Ensure that all CBS vehicles are appropriately insured, provide assistance to the drivers to achieve this and report to the business on this as and when required
• Understand the business and customer needs around monitoring, validating and auditing document sets in line with scheme policies and compliance standards, providing reports to the business as and when required
• Maintain STORM, CRM, HPI, DVLA and MID databases as well as other bespoke software and data in line with the customer and CBS needs
• Validate, scan and file all documentation relating to CBS vehicles in a timely and accurate manner
• Assist drivers with queries relating to website, end of contract issues, mileage recording and general scheme enquiries through to satisfactory outcome for both the customer and business needs
• Implement and communicate CBS system enhancements, on-boarding clients and drivers alike to deliver continuous improvements to the customer experience
• Deal with all client enquiries, queries and issues, see this through to satisfactory resolution and highlight areas for improvement where appropriate
• Take responsibility for all CBS postal requirements including equipment maintenance, stationary stock levels and credit facilities
• Deal with vehicle maintenance, repairs, MOT’s, safety recalls and asset management as required to support the wider CET responsibilities in line with CBS protocol
• Be accountable for the provision of customer hire cars as and when required
• Assist with the disposal of CBS vehicles to ensure maximum commercial and operational return
• Carry out any ad-hoc tasks as required to support the CET vision and objectives

Qualifications

Essential

• GCSE’s grade C and above to include Math & English

Desirable

• A’ level education
• Educated to degree level
• Fleet management qualification
• Customer service qualification

Skills, Knowledge & Attributes

Essential

• Good IT, Excel and MS Office skills
• Ability to work in a fast-paced, varied, challenging and rewarding environment
• Passionate, dedicated, customer focused and driven to succeed in the delivery of excellent customer service
• Strong and effective verbal and written communication skills at all levels
• Meticulous organisation skills
• Excellent telephone manner and skills
• Ability to remain calm and meet deadlines
• Ability to work in line with CBS Core Values of pride, integrity, accountability, continuous improvement and enjoyment

Desirable

• Previous experience working in a customer services or automotive industry
• Knowledge of CBS products and systems

Please note as part of our pre-employment checks, all successful applicants must undergo a standard DBS check prior to starting employment.