Customer Experience Specialist - Consumer

Customer Experience Specialist - Consumer

Apply locations: Droitwich, UK
Time type: Full time
Posted on: Posted 3 Days Ago
Job requisition id: JR3047

If you’re looking for a progressive and rewarding career and you thrive in a fast-paced, fun and team-orientated environment, then look no further!

Overview of Vax:

Our heritage-rich, expert-led business has always had the same goal: to prioritize innovation and to design easy-to-use products that seamlessly integrate into our customers' lives, offering reliable, quick solutions to cleaning homes, whatever the mess.

Vax has forged its reputation as a brand that focuses on the needs of its customers. Our culture of innovation is at the heart of everything we do and we work hard to constantly think of new ways to improve our products, ensuring that we deliver premium quality products for our customers.

Customer Experience Specialist - 12 month fixed term contract

The Vax (Customer) Mission is to achieve the best customer outcomes through digitisation and a customer-centric approach. Vax strives to seamlessly integrate digital solutions into every touchpoint of the customer journey, ensuring convenience, personalisation, and efficiency. The Customer Experience Specialist is key to driving these touchpoints within the Customer Experience team.

The ultimate Vax goal is to create a customer-centric ecosystem where every interaction is streamlined, intuitive, and tailored to deliver the best possible outcomes for our valued customers.

What happens on a day-to-day basis?

The role sits within the Customer Experience team and is part of the wider Customer Service function. On a daily basis, the role is a very collaborative position liaising with the internal team and providing insight when needed for our Product, Quality, and Marketing teams. On a daily basis you will:

1. Review, action & analyse customer feedback from across multiple platforms focusing on root cause discovery.
2. Data analysis, looking at trends and exceptions with recommendations for continual improvement based on outcomes.
3. Engaging with customers where necessary to gain further feedback on their experience.
4. Providing any necessary training and coaching to the Customer Service team to improve skills and knowledge.
5. Handle quality assessment across our evolving customer contact channels.
6. Ensuring compliance with corporate procedures and legislative regulations.

What do we need from you?

The role is focused on customer insights. We need you to have a passion for the customer and to understand that their insights drive change within Vax. You need to show demonstrable experience for utilising information in past roles. You also need to have experience in and demonstrate:

1. Experience in Customer Experience essential with knowledge on measures such as effort, NPS and CSat.
2. Escalation handling - This is essential alongside excellent communication skills. You’ll be working closely with internal teams and with customers for any CEO escalations.
3. A keen eye for detail with strong data analytical skills essential.
4. You will have strong Microsoft Office 365 skills within Excel.
5. An individual with a drive to enable a “best in class” experience for customers.
6. Experience in Customer Service focussed Social Listening advantageous.
7. Ability to work in a fast-paced, continuously moving environment.
8. Previous Salesforce & Trust Pilot experience – desirable.

If this sounds like the role for you, please do not hesitate to apply!

#Vax
#Hybrid
#LI-DM1

Vax is made up of people who have a shared understanding of our mission and vision. Our values define who we are and what we stand for:

Trust – We’re experts and everything we do is based on brilliant knowledge.
Honesty – Our commitment to doing the right means we are always open and transparent.
Resilience – For decades, we have embraced change and been agile in what we do. We aren’t easily discouraged.
Innovation – We’re curious and explore opportunities, innovating to benefit our customers and business.
Valued – We are better when each of us feels included and respected for who we are and what we contribute.
Energy – We are positive thinkers, excited about what we do.

About Us

Techtronic Industries (TTI) is a fast-growing world leader in Power Tools, Accessories, Hand Tools, Outdoor Power Equipment, Floor Care and Appliances for Do-It-Yourselfer (DIY), professional and industrial users in the home improvement, repair, maintenance, construction and infrastructure industries.

Our Values

An unrelenting strategic focus on Powerful Brands, Innovative Products, Operational Excellence and Exceptional People drives our culture.
Brand loyalty is a cornerstone for sustainable growth and increased profitability. We highly regard and respect our brands and all of the end-users who invest their confidence in them.
TTI is delivering a tidal wave of change in multiple industries with its cordless technology leadership. Whether power tools, floorcare, or outdoor products. We believe in continually challenging accepted standards, exploiting, adapting, and improving technologies to create better products for higher-value brands.
Our operational excellence is the engine that provides the power to innovation. This means examining every single aspect of bringing a product to market and questioning how to improve the efficiency of even the smallest detail.
TTI understands that the greatest investment for every organization is in its people. At TTI, we invest heavily in developing current and future leaders. Filling the growing TTI management needs is the Leadership Development Program through aggressive university recruitment, training, and promotion ladder for high-potential talent.
Instilling ESG (Environmental Social Governance) best practices along our value chain drives TTI’s approach to sustainability in the way we operate, what we produce, how we source and the way we live. Sustainability is at the core of our business today and is the bedrock for both the development of our business.