Customer Experience Specialist job in Newbury

Job type Full time

Location: Newbury

__vacancyopjusttionswidget.opt-Department__ Customer Service & Operations

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Are you keen and eager to make a difference to our customer experience and service? Do you have excellent Excel skills and an analytical mindset? Are you a critical thinker with a passion for uncovering underlying causes? Do you want to help be the driving force behind lasting solutions?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Vehicle Solutions, we're passionate about building a better tomorrow. Which is why we're lighting the way in the electric vehicle revolution. From family cars to HGVs, we're helping customers of all kinds on their journey to carbon-free mobility.

We're proud to be a Top 50 Inclusive employer, and we're number 15 in Glassdoor's Top 50 Employer list.

What does the role involve?

You will become part of Customer Experience Improvement team, whereby you'll be using data to identify ways we can shape improvements in our customers journeys and enhance service levels across Vehicle Solutions. You will play a pivotal role in identifying the root causes of issues and providing effective recommendations to prevent them from resurfacing. Your expertise will directly impact our ability to enhance productivity, improve quality, and ensure customer satisfaction.

Some of your key duties will include:

Develop reports and presentations to clearly communicate your findings and recommendations to stakeholders at all levels
Involvement in customer journey mapping and looking at all customer touch points to investigate what went wrong and why
Sharing insight and trend analysis with relevant business areas and working collaboratively to reduce negative feedback in those areas
Following up on actions to address any underlying issues and helping to grow expertise within the team

What are we looking for?

You're likely to enjoy this role if you're inquisitive and passionate about making a real difference. Most importantly you will be the key to identifying the 'why' aspect of our customer's complaints to drive the most efficient ways in resolving problems to leave a lasting positive impression. You will come with great organisation skills and enjoy working on your own initiative.

Also, we're looking for the following:

Excellent communication skills, both written and verbal, enabling you to articulate your findings and recommendations effectively
Strong analytical and problem-solving skills, with the ability to think critically and logically to unravel complex issues
Self-motivated and able to manage your own workload and adhere to time-sensitive tasks
Data minded with a creative flare

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

Flexible hybrid working
25 days' holiday, plus bank holidays and the option to buy/sell 5 days
Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What's the next step?

Interested? Start your application today and see what Novuna can offer you.

Novuna is a consciously inclusive employer, and we encourage applicants from all backgrounds.

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Employee experience is our passion

Employee experience is our passion

Customer Experience Specialist

This vacancy has expired

Job description

This vacancy has now expired. Please see similar roles below...

Want to know a little about us?

What does the role involve?

What are we looking for?

What can we offer you?

What's the next step?

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