Customer Experience Specialist

Swindon
Standard / Permanent
Job Family:
Customer relationship management
Experience level:
Not indicated
Reference number:
BIR19023008
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

 

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 complaints and providing advice and support to our customers you will ensure all incidents 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 whilst processing and delivering Data Subject Access Requests from customers in line with GDPR & ICO.  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.

 

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?

 

Culturally, we are a friendly bunch - more human, than corporate. We expect a lot but know that works both ways so offer our Journey Makers a fantastic employee experience end to end.

 

All our offices are welcoming and refreshed to reflect our new ways of working in a post-COVID, forward thinking digital and hybrid setting. You will be given the perfect environment to do your work to the highest standards possible, as well as the opportunities to develop your own career.

 

You will be joining a family – where, together, we are all pushing the limits of what’s possible for our customers and for each other. We’re an excellent mix of new and longer serving Journey Makers, all working together to constantly improve the service we offer all our customers. Sharing experience, ideas and creative solutions is what we do best.

Being owned by a bank (BNP Paribas), not only are we part of global brand making a positive difference to the World, but we all benefit from some excellent perks.

 

This is a Pay Zone A4 role with a salary up to £24,000, an annual bonus of up to £1,000. You will also enjoy the standard benefits like Private Healthcare (AXA PPP), Life Assurance, a great Company Pension scheme, a range of personal flexible benefits, as well as the usual 25 days holiday (plus bank holidays), and access to great discounts on our products and services.

 

We’re also proud that we can offer you things that money just can’t buy:

 

  • Progressive career development opportunities through our dedicated Learning and Development team. Check out our approach to learning here on our Dare2Discover intro film!
  • Many opportunities to participate in CSR and Climate Sustainability action
  • A huge range of volunteering days (we actively encourage our people to volunteer and participate in charity work)
  • Hybrid working options (working in the office / at home or a remote location that suits your personal circumstance)
  • Access to first class Mental Health support (onsite through our amazing MH First Aiders or through our dedicated MH support line)
  • An array of Talent Development opportunities local (UK) and globally within Arval Group / BNP Paribas
  • And an employee culture that is focussed on creating a great place to work for all our Journey Makers – whether you are here for a temporary stay or with us for a lifetime

 

We are proud to celebrate the diverse nature of our customers and our hugely diverse teams, where everyone feels safe to be their authentic self. We support all our local communities and groups and actively encourage people from underrepresented backgrounds to apply to become part of our family. We do not discriminate based on race, colour, religion, gender, gender identity, sexual orientation, national origin, genetics, marital status, disability or age – or any other category you can think of, and we have a strong “speak up” culture through which we support and ally with all group our Journey Makers identify with.

 

We are a family-friendly employer with a culture based on trust, autonomy and flexibility and believe everyone has a voice and the opportunity to make an impact.

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.