Customer Experience Advisor

Our Normanton based Customer Experience Team are on the look out for 2 new Customer Experience Agents to join their team. The successful applicants will maintain and develop relationships with a designated group of customers and be responsible for maximising the customer experience and the objectives of assigned accounts.

Through a pro-active and passionate approach our Customer Experience Agent’s ensure assigned customers’ needs and expectations are exceeded and documented in accordance with company standards and supported by detailed Customer and Contact plans. Customer Experience Agents are the voice of the customer ensuring every customer intervention is focused on developing the transaction into a meaningful interaction.

WHAT WILL I BE DOING?

• Servicing enquiries received via phone, portal and email
• Contacting customers to optimise sales of office products through inbound and outbound calls, suitable to the customer needs
• Keeping accurate databases of customer information and opportunities
• Promoting relevant campaigns with designated customers
• Delivering an excellent customer experience whilst seeking out opportunities for growth
• Utilising information systems to conduct trend and gap analysis to understand and act on customer opportunities/issues
• Delivering performance and achieving customer experience measures
• Delivering appropriate customer outcomes, ensuring investigations adhere to SLA’s whilst protecting company profitability

WHAT ARE WE LOOKING FOR?

• A track record in a customer focussed telephony environment is ideal
• Customer service, customer experience or sales experience
• Having worked within a KPI/target orientated environment would be beneficial
• Excellent interpersonal skills
• Customer focused
• Able to build rapport quickly
• Excellent
• The ability to work to targets/ measures
• Ability to adapt and engage with change
• Critical thinking, ability to solve problems effectively with the long term solution in mind

WHAT DO WE DO?

VOW Wholesale’s legacy began back in 1852 as John Heath, delivering stationery products around the Birmingham area. Since then the business has grown through mergers and acquisitions until VOW was formed in 2008.

We’ve expanded our portfolio and service offering, striving to become the first-choice wholesaler of business supplies in the UK by offering choice, flexibility and an outstanding customer experience.

The major product categories distributed by VOW include general office supplies, paper and computer consumables, cleaning, catering, janitorial, health and safety, PPE, premises management, office furniture and a variety of technology and machines.   

VOW offers a wide range of business services including marketing initiatives, e-commerce solutions, business development programmes and logistics options, all which help to grow VOW’s Resellers’ businesses.

VOW is proud to work with all the major dealer groups in the UK and Ireland including an exclusive relationship with Office Friendly and strong relationships with Integra, Nemo, Challenge, Office Club, and the CB Group.

OUR BENEFITS

We offer a competitive range of benefits, including free parking (subject to site availability), contributory pension plan, Employee Assistance Programme, retailer and lifestyle perks and discounts, paid charity support day, staff discounts, an opt-in medical plan and eyecare assistance. We support and encourage our employees training and development with access to a e-learning platform covering a wide range of topics and the opportunity to complete various training schemes (terms apply).

We also have a generous holiday package and a holiday purchasing scheme.  All our employees either get their Birthday off every year or a voucher in their birthday month, and in most areas of the business we close between Christmas and New Year!  

DIVERSITY AND ANTI-DISCRIMINATION STATEMENT

It is our people that make us successful and so we are committed to making evo an inclusive workplace.

We encourage a diverse culture, in which we value you for being you, and the excellent contributions you make to business, no matter your age, gender, disability, marital status, sexual orientation, race, nationality or religion.  evo expect their employees to respect one another and treat their colleagues, and others that they come into contact with, as they would wish to be treated themselves.

 evo are proud to be a ‘Disability Confident’ accredited employer.  We have a strong CSR and ESG ethos which is reflected in our Company values and the work we do.