Customer Experience Specialist

Camberley Permanent £25,000 - £28,000
  • Market leading business working in an exciting space
  • Multiple permanent and fixed term opportunities with Evergreen Garden Care

About Our Client

Evergreen Garden Care is the leading garden care company in Europe and Australasia, producing high quality garden care products such as Miracle-Gro, Levington, Tomorite, and many other brands.Site is based in Camberley.Modern offices close to public transport and with free parking. In this role you will have a great manager, work in a busy team and deal with many of the largest retailers in the UK.

Job Description

Customer Experience Specialist - Evergreen Garden Care: The Customer Experience Specialist will be an ambassador for the company, is responsible for managing the customer journey, orders as well as identifying the gaps or concerns customers may come across in their journey.

  • Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touch-points, for all kinds of customer interactions, transactions and engagements - from purchase to product return to customer support.
  • Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, it, ops etc. to ensure that gaps in the customer experience - irrespective of where they occur in the journey - are plugged.
  • Regular communication with internal stakeholders and customer-facing teams to identify gaps and opportunities, if any in the brand experience.
  • Raising red flags wherever the business process - order processing, billing, installation or anything pre or post sales - needs correction to ensure the customer has a seamless experience with the company.
  • Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes.
  • Collect, track and analyse customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.
  • Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app.
  • Drive/lead projects - continuous improvement program
  • To process orders (and any subsequent amendments/cancellations) accurately and on day of receipt, ensuring them Comply with Sales & Marketing Terms and promotions. Adhere to the Customers' requirements and controls of the computerised order processing systems. Meet KPI requirements relating to Product-Fill and All-in Fill rates.

The Successful Applicant

Customer Experience Specialist- Evergreen Garden Care, Camberley.You will have held a similar role in the past and will be clear on your experience lends itself to this role.

  • Good Systems skills including Excel to VLookUp and Pivot table level
  • Ideally worked in a busy head office retail or sales & distribution environment
  • Knowledge of office procedures, computerised order management systems.
  • Good written and verbal communication skills with an organised approach to work.
  • Tact and diplomacy are essential
  • Working within an order-processing department dealing with customers, both internal and external.
  • Working under pressure to tight deadlines with a meticulous eye for detail



You will be able to travel to Camberley and work in the office for circa 4 days a week with 1 day working at home.

What's on Offer

£25,000 - £28,000 per annum + ASAP start + on site parking + full training provided + excellent company benefits including 25 days annul leave plus bank holidays, work functions and bonus

Contact
Mark Norrish
Quote job ref
JN-122021-4543489
Phone number
+44 118 955 9046

Job summary

Location
Contract type
Consultant name
Mark Norrish
Consultant phone
+44 118 955 9046
Job reference
JN-122021-4543489