Customer Experience Advisor
Home Based - regular travel to the Watford Office will be required
Salary - £21,000 and benefits packageApply Now
About the role
Customer Experience Advisor
Full Time: 35 hours per week
Salary: £21,000 and benefits package (including pension and 22 days paid holiday per annum and bank holidays plus 3 days for company shutdown over Christmas and New Year)
Home Based – Regular travel to the Watford Office will be required
It’s an exciting time to join us on our journey to help shape the next generation of engineering and manufacturing capabilities as we enter an ambitious growth phase with new opportunities and projects. We work as one team, and our people and customers are at the heart of everything we do. If you are looking for your next challenge and want to be part of a successful team making a difference by giving engineers the opportunity to change their world and ours, we would love to hear from you.
About the role
We have an exciting opportunity for an enthusiastic Customer Experience Advisor to join our friendly Customer Experience Team within the Enginuity Group. This important role will focus on operating a customer first culture, striving to deliver an outstanding service to our potential and existing customers throughout each stage of the customer journey from the first point of contact right through to delivering a solution.
What you’ll be doing
You will be responsible for delivering a first-class customer service experience. Identifying and understanding customer requirements; researching, troubleshooting, resolving customer enquiries and collaborating internally to optimise customer services and brand awareness. Contributing to continuous improvement plans you will be responsible for identifying and taking ownership of opportunities to enhance and develop the processes you use and support the acceleration of our digital journey without compromising on quality.
Skills and experience required
What we’re looking for
You will have demonstrable experience in a customer facing role, providing excellent customer service in a high volume and fast paced environment with a positive can-do attitude and a solutions-focused approach. You will have experience working to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) with the ability to deliver under pressure ensuring deadlines are met. You will have excellent communication and interpersonal skills with the ability to deal with a variety of different customers and enquiries including complaint handling as well as the ability to problem solve, work independently, and identify key priorities with a high level of attention to detail.
You will be proficient in a range of Microsoft Office applications and have a willingness to travel.
Other skills which would be desirable however not needed to apply for the role
If you have experience working in an administration support role, interpreting, analysing and reporting on complex regulations, policies and procedures, have experience working with SAP and or hold a current driving licence this would be an advantage.
Working for EAL/Enginuity Group
We offer a supportive work environment and a comprehensive benefits package. We pride ourselves on being an inclusive place to work for all our colleagues and we want everyone to feel valued and that they can be themselves at work.
• Competitive salaries
• A defined contribution pension of 4.5% employer contribution
• 22 days paid holiday (increasing with service to 27 days)
• 3 paid days for company shutdown over Christmas and New Year
• Life assurance of 2x your salary
• Paid membership of a professional body
• Wellbeing programmes, access to a free wellbeing website and app
• Paid time off to volunteer in your local community/charitable causes
• A comprehensive discounts and benefits scheme with retailers
• Maternity, paternity, shared parental, adoption and dependant leave
• Access to training and development opportunities
Enginuity is changing the world – well sort of. Home to EAL, the Awarding Organisation for Engineering and Manufacturing qualifications, we are proud of our long and successful history of leading and shaping skills in the engineering and advanced manufacturing sector. As a trusted partner to individual engineers, educators and engineering employers, using unmatched industry expertise and data, we create practical solutions to workforce skills challenges so that engineers can change their world and ours.
We’re unable support UK relocation or to sponsor a visa for this role.
Depending on the volume of applications, the closing date for this position may be extended or brought forward.