Customer Experience Advisor

Overview

First point of contact handling service enquiries, complaints and NPS for customers.

Key Responsibilities

• query triage
• data entry
• service enquiries
• nps management
• customer communication
• complaint resolution

Tasks

-Customer Query Triage and Resolution: Accurately assess customer queries and proactively route them to the appropriate department or individual, facilitating swift resolutions and maintaining high customer satisfaction -Maintain Customer Information: Ensure accurate and up-to-date customer data is entered into Business Central, maintaining a high level of customer detail and engagement for future interactions -Manage Service Enquiries: Respond to and resolve service-related enquiries, including installation, field service, and floristry requests, ensuring a seamless customer experience across all channels (calls, emails, etc) -NPS Management & Feedback Loop: Lead and manage the Net Promoter Score (NPS) process to capture customer sentiment. Analyse feedback, share insights with relevant teams, and drive continuous improvement initiatives that enhance customer satisfaction and meet company goals -Collaborate to Drive Service Excellence: Partner closely with the Service team to support ad-hoc projects and assist in the execution of tasks aimed at delivering exceptional customer experiences -Coordinate Effective Customer Communication: Take ownership of customer concerns and ensure clear, timely, and proactive communication with clients regarding their enquiries, providing regular updates until the issue is resolved -Team Collaboration & Contribution: Actively participate in team meetings, sharing customer insights, suggesting process improvements, and collaborating on innovative ideas that enhance service delivery -Resolve Customer Complaints: Handle customer complaints with empathy, professionalism, and a solutions-focused approach. Effectively de-escalate difficult situations and work collaboratively with internal teams to resolve issues promptly, ensuring the customer feels valued and heard -Respond to customer queries within 10 minutes

Requirements

• ms outlook
• crm
• nps
• customer service
• phone communication
• organisational

What You Bring

-Excellent use of MS Outlook -Experience of CRM systems (desirable but not essential) -Excellent customer service skills -Adaptable and responsive -Experience of customer service (minimum one year experience required) -Excellent communication skills particularly on the phone -Experience of NPS (desirable but not essential) -Excellent organisational skills -Experience of taking and dealing with phone calls and emails from customers

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Benefits

-Quarterly company bonus and annual performance related bonus -Lunch onsite -Personal development -25 days holiday - opportunity to buy and sell up to 2 days -BUPA Cash plan

About Planteria Group

-The company has a proven track record of delivering complex projects across diverse sectors, including infrastructure, residential, commercial, transport, and utilities. -Planteria Group has worked on numerous high-profile projects, including large-scale commercial developments, sustainable residential communities, and critical infrastructure works. -With an eye for detail and a commitment to quality, Planteria has earned a reputation for its ability to navigate the most challenging and demanding construction environments. -Innovative solutions, a strong focus on safety, and a team of experts drive the company’s success in executing projects from concept to completion. -Planteria Group's expertise is reflected in its diverse portfolio, which includes landmark buildings, transportation hubs, and advanced utility infrastructure. -Their approach to construction combines cutting-edge technology with traditional craftsmanship, ensuring the best results for clients, no matter the scale or complexity of the project.

Sector Specialisms