About this role
<p style="margin:0.0cm;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-family:'Segoe UI Semibold', sans-serif">INTRODUCTION</span></p> <p style="text-align:justify;margin:0.0cm;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Headquartered in Guildford, Surrey, GRENKE Leasing is a specialist Sales Aid Leasing company. We partner globally with many leading equipment manufacturers and resellers within Print, IT, Telecoms and numerous other asset groups. GRENKE began trading in the UK in 2002 and since then has expanded significantly opening offices in many of the UK’s major towns and cities.</span></p> <p style="text-align:justify;margin:0.0cm;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"> </p> <p style="text-align:justify;margin:0.0cm;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">We are hiring one permanent member of staff to the Customer Experience Team. </span></p> <p style="text-align:justify;margin:0.0cm;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"> </p> <p style="margin:0.0cm;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Reports To: <strong>Team Leader, Customer Experience </strong> </span></p> <p style="margin:0.0cm;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Location: <strong>Guildford, </strong></span><strong><span style="line-height:112%;font-family:'Segoe UI Light', sans-serif">Surrey, GU1 1UN. </span></strong></p> <p style="margin:0.0cm -2.0cm 0.0cm 0.0cm;background-color:white;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"><strong><u><span style="font-family:'HelveticaNeueLT Pro 45 Lt', sans-serif"> </span></u></strong></p> <p style="margin:0.0cm;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">As a Customer Experience Specialist it is your job to ensure an excellent and valuable customer experience placing you as the first point of contact for our customers. You will understand and meet the customers’ needs by managing phone and email communications always ensuring a high quality of service. Your typical working day will be characterised by various activities: Taking inbound calls, making outbound calls to customers, handling email queries for all sales branches, performing straightforward administrative tasks and managing the customer portal. Queries outside the remit of the responsibilities of the role would be either forwarded to the appropriate department for response back to the customer or escalated to management. You will interact with many departments within the organisation depending on the nature of the customer request.</span></p> <p style="margin:0.0cm -2.0cm 0.0cm 0.0cm;background-color:white;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"><strong><u><span style="font-family:'HelveticaNeueLT Pro 45 Lt', sans-serif"> </span></u></strong></p> <p style="margin:0.0cm -2.0cm 0.0cm 0.0cm;background-color:white;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-family:'Segoe UI Semibold', sans-serif;color:black">RESPONSIBILITES</span></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Be the central contact for our lease customers, taking ownership of their needs and delivering an exceptional customer experience.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Responding promptly, and professionally to customer enquiries for support and information requests for contracts via both inbound customer calls and service emails.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Provide knowledgeable assistance to customers in order to resolve queries accurately and efficiently ensuring quality standards are in place. </span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Maintains a solutions-oriented approach to challenges, ensuring efficient and effective problem resolution.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Route calls through to specific departments where queries are outside of the teams responsibilities. </span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">To collaborate with other internal departments or external customers to action customer requests successfully.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Processing of administration tasks and management of the customer portal.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Escalate customer issues to the appropriate department or management team as appropriate.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Provide feedback to management on customer issues, concerns and trends.</span></li> </ul> <p style="background-color:white;margin:0.0cm;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"> </p> <p style="background-color:white;margin:0.0cm;line-height:112%;font-size:10.0pt;font-family:Arial, sans-serif"><span style="font-family:'Segoe UI Semibold', sans-serif;color:black">EXPERIENCE AND SKILLS</span></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Previous experience delivering customer support via phone, ensuring high levels of satisfaction through clear communication.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">A strong communicator who is confident engaging with customers over the phone and able to build rapport quickly and professionally.</span></li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;text-align:justify;line-height:107%;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;line-height:107%;font-family:'Segoe UI Light', sans-serif">Basic knowledge of financial sector area.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Passion for customer service and driven to achieve first contact resolution by putting the customer first.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Demonstrate exceptional organisational skills and the ability to handle multiple responsibilities with efficiency and accuracy.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Excellent written and verbal communication skills. </span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Take pro-active ownership of a customer query through to resolution.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">Problem solving mentality with attention to detail.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Arial, sans-serif"><span style="font-size:10.0pt;font-family:'Segoe UI Light', sans-serif;color:black;background-color:white">IT literate with a good knowledge of Microsoft Office products.</span></li> </ul> <p style="line-height:110%;margin:0.0cm;font-size:10.0pt;font-family:Arial, sans-serif"> </p> <p style="line-height:110%;margin:0.0cm;font-size:10.0pt;font-family:Arial, sans-serif"> </p>