Customer Experience Executive

AAH Pharmaceuticals; Warwick, West Midlands Combined Authority; On-site; GBP 25,000 - 35,000; Full time

Job description

About The Role

The Customer Experience Executive is aware that every touchpoint with AAH is a chance to make the customer experience remarkable, knowing that it will increase satisfaction, loyalty, and advocacy, and turn our customers into fans.

The Customer Experience Executive will work hand in hand with their field-based sales colleagues, by providing dedicated hyper care support as part of onboarding and retention, being the go-to for all service-related topics that ultimately makes the customer journey seamless. Follow a unified approach to customer queries that fall into aftercare, ensuring that a positive customer outcome be utilised to perpetuate a beneficial commercial relationship.

The Executive will embrace query escalation from our “first line of defence” (Contact Centres) so that they can take ownership of any customer dissatisfaction or concern and turn that into a positive customer experience, right through to resolution.

Accountabilities

• Taking ownership and responsibility for the resolution of reported service issues impacting AAH customers within the agreed deadline and always providing a daily update to the customer, both internal and external, until fully resolved.
• Fostering excellent relationships with your colleagues and the AAH DC network and maintaining these through regular contact, building a sound knowledge of the operational health of the business and understanding of how this relates to customer experience.
• Ensuring the maintenance of customer contact records using the Salesforce platform to include the type of issue reported, the action taken to address these and the status of each incident.
• Working collaboratively with the Customer Experience Manager to identify opportunities to improve customer experience either by taking action directly or providing recommendations to senior management team.

Why AAH?

AAH are the leading medical supplier in the UK, we impact millions of people across thousands of UK communities. From our network of branches, we distribute lifesaving medicines twice daily to pharmacies, hospitals and GP’s. We work collectively to make a difference. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued goods. Our ability to shape the future of healthcare depends on the passion and hard work of our people.

Benefits

• 25 days Plus Bank Holidays
• Company Sick Pay
• Pension Scheme
• Long Service Awards
• Death in Service
• Discounted Shopping Platform
• Employee Assistance Programme
• Excellent Career progression with full ongoing Support
• Onsite parking with excellent working conditions and transport links.

About You

• Relevant experience within a customer service environment or similar
• Lives and breathes a customer first attitude with a passion for creating successful long-term customer relationships
• Adaptable approach with the ability to manage complexity and deal with fast moving issues in real time
• Strong communication skills with the capability to engage customers and internal colleagues confidently and competently
• Be able to challenge others where necessary, in a constructive and professional manner
• Good knowledge of Microsoft Office applications
• Ability to share information in a clear and concise manner and can influence customers and colleagues where necessary

About Us

You will play an essential role within the AAH branch helping us to be the largest distributor of pharmaceutical and healthcare products to our customers. We impact millions of people across thousands of UK communities. From our network of branches, we distribute lifesaving medicines twice daily to pharmacies, hospitals and GP’s. We work collectively to make a difference working with our ICARE values to create a culture we can be proud of. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued goods.

We are an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.