Customer Experience Consultant

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Serve as the primary contact for customer inquiries.

• Communicate with customers via email, live chat, the website, and phone.

• Manage regular inbound and outbound calls for the majority of the workday.

• Comprehend customer situations and address inquiries in a supportive and clear manner.

• Ensure that information and updates are communicated to the appropriate individuals within the organization.

• Achieve KPIs, SLAs, and quality benchmarks.

• Foster professional relationships and propose process improvements.

• Contribute to enhancing the overall customer experience.

• Keep abreast of Enginuity Group's products and services.

• Assist with EAL month-end financial operations.

• Support EAL AO and EPA onboarding processes.

• Aid in the development, evaluation, and enhancement of Customer Experience policies, processes, and systems.

⛳️ Requirements

• Previous experience in a complaint resolution role.

• Comfort in managing regular inbound and outbound calls.

• Ability to communicate clearly and empathetically.

• Strong problem-solving capabilities.

• Excellent attention to detail.

• Ability to maintain composure under pressure.

• Strong time management abilities.

• Confidence in working towards KPIs and SLAs.

• Proficiency in Microsoft Office Suite.

• Capability to effectively prioritize workload.

• Experience in creating and executing clear and effective policies and procedures is a plus.

• A current driving license is beneficial but not mandatory.

• Experience in Administration Support is advantageous but not essential.

• Familiarity with SAP is a plus.

• Ability to understand complex regulations and policies is beneficial.

• Must reside in England, Scotland, or Wales.

• Must be willing to undertake occasional national travel.

• UK relocation support and visa sponsorship are unavailable.

🏝️ Benefits

• Remote/home-based working options.

• Flexible working schedules.

• 25 days of annual leave, increasing to 27 days after two years of service.

• Three additional paid days off during the company shutdown between Christmas and New Year.

• Opportunity to purchase up to five extra holiday days each year.

• Healthcare cash plan covering everyday health expenses up to £995 per year.

• Access to trained Mental Health First Aiders.

• Annual voucher for a complimentary flu vaccination.

• Eyecare vouchers provided.

• Free wellbeing resources and a wellbeing app.

• 24/7 Employee Assistance Programme helpline.

• Up to eight structured counseling sessions available.

• Annual membership fee for a relevant professional body covered.

• Continuous support from the Learning & Development team.

• Benefit Hub discount platform access.

• Resources and webinars for financial wellbeing.

• Life assurance coverage of twice the salary.

• Pension contributions of 4.5%.

• Enhanced policies for maternity, paternity, shared parental leave, adoption, and dependents.

• Paid time off to volunteer.