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Customer Experience Consultant

Worldpay, Gateshead, Tyne and Wear

Job id:
LJA-63504181
Published:
19-07-2018
Expires:
15-08-2018
Job type:
Full-time
Full-time
Job sector:
Customer Service, Call Centre
Job id:
LJA-63504181
Published:
19-07-2018
Job type:
Full-time
Full-time
Expires:
15-08-2018

Why is our Customer Satisfaction Consultant the right role for you?

Customer satisfaction is at the heart of what we do, and we measure ourselves against our customers' feedback. Building on the continued success of the First Time Right initiative we're constantly striving to improve our service and our processes, using customer feedback to inform our future plans. Making contact with existing customers who've maybe completed a satisfaction survey or previously made a complaint can be really important to resolving any issues, and also helping give us the insight to change business processes and ultimately reduce complaints and increase customer satisfaction. It's that simple and that's where our Customer Experience Consultant fits in.

How you'll add value on a day to day basis?

You'll be good at quickly engaging in issues and managing challenging customer problems, while looking out for operational or business wide improvements which will help improve customer relationships. This is an important and established role and you'll play a key part in rebuilding customer relationships and, more importantly, helping improve various points of our customers' lifecycle.

The Customer Experience Consultant is responsible for handling outbound calls to existing Worldpay Customers on the back of CSI and Voice of Customer responses, therefore planning and organisational skills will need to be strong. It will be important to gather the finer detail around the customer's experience and perceptions of Worldpay. Therefore, you'll be good at collating and summarising key customer insight into concise and easy to understand reports; bringing to life what issues impact customers, how we can improve their experience and with a keen focus to reduce complaints.

What will make you the right candidate?

The successful candidate will be an advocate of customer experience, will work both as part of a close knit team at Gateshead and also across various functions across the business.

Having a can-do attitude and the ability to solve problems is essential. We expect that you will take ownership of personal KPIs to ensure meeting the objectives of the business. Ability to use Microsoft Excel to at least an intermediate level is preferred, with confidence across the Microsoft Office suite.

If you would like further information on this role please contact Christopher (Jim) Maynard

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