Customer Relationship Specialist
| Posting date: | 24 May 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 07 June 2024 |
| Location: | Cannock, Staffordshire, WS11 8JP |
| Remote working: | On-site only |
| Company: | Veolia |
| Job type: | Permanent |
| Job reference: | JR16639_1716547697 |
Summary
Salary: Competitive salary plus Veolia Benefits
Hours: 40 hours per week - Monday to Friday
Location: Cannock Staffordshire
Type: Fixed Term contract 6 months
When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.
We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.
What we can offer you:
- 25 days of annual leave
- Facilities including a free onsite gym, parking and subsidised restaurant
- Access to our company pension scheme
- Discounts on everything from groceries to well known retailers
- Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
- One paid days leave every year to volunteer and support your community
- Ongoing training and development opportunities, allowing you to reach your full potential
What will you be doing?
Taking responsibility for all aspects of the customer relationship for 'house' accounts portfolio.
Identifying the potential to enhance and grow the customer's account by introducing other service offerings. The objective will be to provide customers an improved customer journey with first class case resolution. Success will be measured through positive revenue, retention rates and extended length of service agreements
- Work with the Customer Experience Advisors to ensure all aspects of customer contacts are accurately captured, create cases and process them in a timely manner
- Fully understanding the reason for the customer's call and their concerns and creating actions to ensure that all threats to terminate (TTT) risks are minimised and the customer is retained
- Ensure that all customer activity/communication is logged and maintain regular communication with the Operational Teams for customer activities and root cause analysis associated with their Depots
- To nurture and repair relationships with existing customers potentially looking to leave Veolia
- Represent the best interests of Veolia and promote the value of our strategic objectives and purpose
- Respond appropriately to all Salesforce cases and customer communications in a timely manner achieving the corporate KPI's set
- Prepare and issue quotations, contracts and all service related enquiries
- Follow up with customers through the SCR process to ensure their continued customer satisfaction going forward
- To proactively influence customer service measures including NPS, Trustpilot and all social media outlets
- Identity and promote waste solutions for customers which increase sustainability and reduced environmental impact by incorporating our Multifaceted Purpose
- Renew customer contracts on 24/36 month agreements to reduce future TTT's and ensure security of revenues
- Work closely with internal stakeholders to highlight issues/trends (e.g. service issues /competitor strategies) which may impact on customer retention activities and promote solutions.
What are we looking for?
- Excellent Negotiation and Influencing Skills
- Proven experience in Relationship Management
- A commitment to providing an excellent customer service experience.
- Excellent communication and interpersonal skills
- Ability to prioritise and organise
- Good attention to detail and the ability to multitask
- Proven ability to work under pressure
- Work under your own initiative and as part of a team
- Understand the need for process
- Resilience
- Performance and Talent Management
- Working knowledge of Google Office Applications, CRM systems and willingness to learn new systems
- Business and commercial awareness
What's next?
Apply today, so we can make a difference for generations to come.
We're proud to be listed in The Sunday Times Best Places to Work 2024, being named as a Top 10 Very Big Organisation to work for two years in a row!
This accolade further demonstrates our commitment to our people and our actions in creating an environment where everyone can be their true selves and enjoy working at Veolia.
We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process please do not hesitate to let us know.
Here at Veolia, we're proud to be known as an equal opportunities employer. We know how important it is to be fully committed to building and maintaining a diverse and inclusive place to work for every one of our colleagues. So no matter their age, gender, gender expression, disability, race, ethnicity, religion, belief, sexuality or veteran status, every applicant who meets the minimum requirements will be considered fully.