Halfords

As a Customer Experience Advisor you'll play a key role to ensure customers remain our number one priority by taking pride in the service we provide and to develop a ‘first contact resolution’ ethos. Develop and maintain positive relationships between Cycle2work and its customers, by acting as a point of contact and resolution for customer enquiries and concerns.

Context 

Working as part of the Cycle2work Customer experience team, looking after the needs of the customers, shops, suppliers and all associated functions, to deliver a satisfactory outcome.

You will support mainly with customer phone calls and email questions, Also will be expected to support the wider team with admin tasks

Key Responsibilities

• To be the first point of contact for Cycle2work remaining professional at all times, showing empathy and providing the highest level of service to our customers
• To deal with all daily enquiries and/or concerns generated by customers & shops through phone contact or Email
• Build rapport with our customers through spending time with them, identifying their needs and engaging with them in such a way that they will want to use join the Cycle2work scheme
• Suggest a variety of solutions in order to provide the customer with options.
• Provide a professional and timely response/resolve to customer concerns and enquiries
• To ensure calls are answered within the agreed SLA’s
• To actively seek to respond/resolve all enquiries & concerns within the set SLA’s
• To ensure that all customer contact is logged, as appropriate on the system
• To update the system with additional customer contact and log/conclude any enquiries/concerns  in real time
• To liaise with key Support Centre teams, suppliers and legal sources to further investigations if necessary to resolve a concern or claim
• To ensure customer contact, if escalated is directed to the correct Customer Support Team Manager and/or department in line with the escalation policy
• Actively use customer concerns to convert customers to promoters and use every opportunity to ‘rescue’ sales where necessary
• To primarily support the Cycle2work operations Team Manager but also undertake such other duties appropriate to the post that may be required
• Display our exceptional behaviours of ‘with fun, with a smile, with confidence & with togetherness’

Person Specification

• Excellent Customer and communication skills, both written and verbal
• To be able to demonstrate experience of dealing with difficult individuals whilst remaining professional, tactful and calm at all times.
• Able to work effectively as part of a team
• Able to work under own initiative