Customer Experience Specialist

Manchester
Standard / Permanent
Job Family:
Customer relationship management
Experience level:
Not indicated
Reference number:
BIR19023007
Mission:

 

About us

Being leading leasing UK, European and Global business, we are able to provide our broad customer base with a comprehensive range of safe, sustainable and cost effective mobility solutions. Supporting our customers and ensuring every Journey they have is a good one has always been our strength and so this continues as together we face the consequences of the pandemic and help them restart their businesses.

 

Arval: The Journey Goes On

 

About the role

This is a brand new role that sits within our exciting new Customer Experience Team with the key objective of rewiring our business around the customer to deliver the service they want in the way they want it. The way it should be.

 

In this position you will spend the bulk of your time communicating with customers over the phone, via email and through social media channels. From listening to and fulfilling their requests for support on their account with us, through to capturing any complaints or insight they’d like to share.  You’ll be providing expert advice and support to our customers, ensuring all requests are captured and handled professionally within or ideally exceeding expectations and our agreed service levels. You will also be responsible for helping resolve core issues to improve the overall customer experience.   We’re a regulated business so your ability to excel in written correspondence to customers is essential, making sure that what we communicate with them is easy to understand.

 

Pay Zone A4

 

 

About you

This role is all about interacting with customers, so we need someone who is able to build relationships quickly and get to the root of the problem, whilst listening and delighting the customer along the way. This isn’t always easy so you will not only have the necessary political wizardry to negotiate your way through some challenging conversations, but the ability to keep a calm head.  

In essence your communication skills are awesome and you will be known not only for your naturally exuberant personality and character but also your resilience and creative thinking. We need an agile thinker who can quickly resolve issues, recommend improvements to prevent issues from reoccurring and come up with some creative solutions. On top of that you need to juggle many tasks and handle an ever changing workload.

 

Application process

Successful applicants will be invited via email to complete an automated online video interview so you can tell us all about yourself before we decide who to bring in for a final interview. This can be done on your mobile phone, tablet or laptop at any time of day so gives you complete flexibility. Full instructions and a Hints & Tips video will follow.

 

What’s in it for you?

Our employees are really important to us and being owned by a bank we all benefit from some excellent perks. Take a look at these:

 

  • Private Healthcare

  • Life Assurance

  • Company Pension (the company will add in up to 10% into your pension pot every month)

  • Annual bonus (up to £1,000)

  • 25 days holiday (plus bank holidays)

  • Competitive (up to £24,500) basic salary

  • Volunteering Days

  • Career options

  • Charity Fundraising

  • Free Gym and classes

Here is a recent video that shows life at Arval:- https://youtu.be/dwYJZ1WfGno

If this opportunity sounds like the challenge you are looking for then we would love to hear from you. Apply today to take the next step in your career.

 

 

About Arval BNP Paribas:

Founded in 1989 and fully owned by BNP Paribas, Arval specialises in full service vehicle leasing. Arval offers its customers – large international corporates, SMEs and professionals – tailored solutions that optimise their employees’ mobility and outsource the risks associated with fleet management. Expert advice and service quality, which are the foundations of Arval’s customer promise, are delivered in 29 countries by over 6,500 employees. Arval’s total leased fleet adds up to 1,103,835 vehicles throughout the world (December 2017).

Arval is a founding member of the Element-Arval Global Alliance, the longest standing strategic alliance in the fleet management industry and the worldwide leader with 3 million vehicles in 50 countries. Within BNP Paribas, Arval belongs to the Retail Banking core activity.