Customer Experience Advisor

Here at N Brown Group, we are extremely excited to be recruiting for a Customer Experience Advisor within Customer Operations, part of Financial Services. Helping our clients with all aspects of their account via traditional and digital channels.

The customer is at the heart of everything we do at N Brown. In this Customer Experience Advisor role, you will receive exposure to all aspects of the client journey, learning all about our business as you work with us to ensure that we are together for the customer.

Key Accountabilities:

• Taking ownership, investigating, and resolving client complaints and enquiries.
• Liaising with clients in a professional and courteous manner via social media (Facebook, Twitter, and Instagram) and telephone (inbound and outbound), email and letter.
• Liaising with key stakeholders across the business.
• Supporting offline teams and telephone enquiries/sales when required.
• Ensuring that every experience is a positive one by exceeding consumer ser-vice expectations.
• Showing empathy and understanding whilst solving problems, handling complaints, and resolving queries in a timely and professional fashion.
• The ability to work without close supervision, including at home, on portable equipment.
• FCA & Regulatory requirements - ability to accurately identify when a complaint is to be handed off to Customer Management Team (CMT), and to manage expectations around this.
• To work within a regulated consumer credit environment, subject to SM&CR conditions.

What The Successful Customer Experience Advisor Will Need:

• Experience of drafting business level documents.
• High level of attention to detail and accuracy.
• Proven client service skills.
• Being able to adapt communication style whilst consistently demonstrating excellent written and verbal communication skills.
• Ability to work collaboratively with your peer group and stakeholders at all levels.
• Competent user of PC applications including Microsoft Office, internet, and email.
• Experience using social media platforms is desired but not essential.

What Will N Brown Will Offer The Successful Advisor?

• Hours of work: 36.17 hours per week, working on a 4 - week rota between the hours of 8am to 8pm, Monday to Friday and 8am-6pm, Saturday and Sunday.
• Salary and Benefits: £9.69 per hour (£18,231.45 per annum) plus overtime available at peak times at time and a half.
• Holidays - 24 days annual leave (plus 8 days bank holiday).
• Holiday purchase scheme - where you may be offered to buy up to ten extra days off.
• Employee discount - on all our ranges including retail, furniture, electrical appliances, toys and more (Cost plus VAT).
• Contributory pension schemes.
• Access to a variety of discounts with local and national businesses, hotels, and restaurants.
• Annual Company bonus scheme.

Employment is subject to the completion of a successful background check, including criminal and financial history.

We are proud to be N Brown.

If you are interested in joining the N Brown team as a Customer Experience Advisor, click apply now and follow the online application process.