• Office Location: Dragon Court, 27-29 Macklin Street, London WC2B 5LX
  • Office Name: Reed Online
  • Sector: Sales & Customer
  • Salary: £20,000 - £22,000
  • Job Type: Permanent
  • Role Type: Full-time
  • Job Ref: 448338

Customer Experience Executive

Reed.co.uk are looking for a Customer Experience Executive to join their established team (remote working and travel to Holborn office once a period).

 

 

 

Job Overview

Providing customers with first class customer service and providing excellent support to the business, as the first point of contact for the Sales team and our customers, either by email, telephone, enquiries via the Reed.co.uk site and Livechat, with an aim for first call resolutions.

Key Activities

  • Handling all inbound customer enquiries via phone, Livechat and email, responding with appropriate action
  • Verifying and processing online bookings to determine fraudulent or legitimate activity
  • Setting up new client contracts and establishing subscriptions on our online booking system
  • Co-ordinating booking schedules for client emails and branded advertising
  • Uploading course content to the site and directing any enquiries for purchases made
  • Checking copy and posting job adverts for clients
  • Reporting of client performance metrics 

Key Measures and Targets

  • Number of cases actioned and time taken to respond to customers (SLA)
  • Number of liveagent conversations taken
  • Achieving a low reopen rate of cases actioned, to ensure quality of work
  • Call time achieved
  • Providing all customers with a market leading customer experience 

Capabilities and competencies required

  • Experience of working within a customer service environment
  • Passionate about a great customer experience
  • Excellent verbal and written communication skills
  • Excellent organisation and time management
  • Great attention to detail
  • Ability to follow procedures
  • Ability to work both independently and as part of a team 

What success will look like

  • An engaged Co-member who has embedded our values and Love Mondays ethos
  • Being the ‘go to’ person for at least one area of the team
  • Contribution of ideas to the business on how to improve processes or products
  • Hitting and exceeding KPIs and targets on the CX team
  • Achieving high scores against progression plans

 

Join Reed and help us achieve our purpose of improving lives through work.

Proud winners of:

  • #1 Recruitment Agency – Glassdoor Best Places To Work 2020
  • Glassdoor Top CEOs 2019
  • The JobCrowd Top Companies for Graduates to Work For 2021
  • The JobCrowd Top Companies for Apprentices to Work For 2021

Vacancy ATR footer image - Reed Careers

Our Values, Your Values; Our Future, Your Future

All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. Reed is an equal opportunities employer.  We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender identity, marital or civil partnership status, pregnancy or maternity.  We are a MINDFUL EMPLOYER and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

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