Client Experience Advisor - 37168163 (1226)

Join a globally recognised luxury automotive brand delivering premium, end-to-end customer experiences. As a Client Experience Advisor, you will be a key point of contact for customers, managing both proactive and inbound interactions across the ownership journey. This role offers the opportunity to build lasting client relationships, resolve queries efficiently, and deliver a seamless, personalised service while collaborating with retailers and internal teams in a fast-paced, customer-focused environment.

Location: Whitley

The Opportunity
The UK Client Relationship Centre is a part of our Customer Experience function. Its core responsibility is to become the proud creator of the world's most desirable, modern luxury brands for the most discerning of clients through delivering exceptional client experiences and support. These services are delivered by our exceptional client experience team. As a Client Experience Advisor you will be a knowledgeable expert in our brands in order to achieve effective solutions and deliver the highest level of client experience. You will be part of a large team, working in fast paced and energetic environment, whilst managing inbound and predominantly proactive customer contacts at key intervals across the client journey, the role focuses on checking in with clients to ensure they are enjoying their vehicles. This includes coordinating and maintaining communication between clients, retailers, and third-party partners on a daily basis. We recruit for individuals who are customer-focused, proactive, and confident in managing multiple touchpoints across the customer journey.
Key Accountabilities and Responsibilities

• Offering exceptional client support for all UK product owners, being a critical point of contact and resolution
• Responsible for building rapport with clients and / or retail teams, accurately understanding queries and delivering exceptional services aiming to provide a first point of resolution whenever possible
• Manage client and retailer inbound and outbound contact via all customer communication channels to include telephone, chat, social media and email
• Be a knowledgeable expert in our brand and products
• Identify and manage any complaints on the initial contact
• Adopt a Modern Luxury mindset approach in the way you offer robust solutions with the client at the heart of everything you do
• Identify opportunities for process improvement, both in the Client Relationship Centre, retailer network and wider business
• Maintain effective relationships across the whole business and retail network driving client experience
• Drive data quality through effective management of client data in customer management systems and be a champion of data protection compliance
• Provide creative client and retailer solutions where the client is at the heart of all decision making
• Working across all functions, UK national sales centre, retail network and third parties to drive client experience
• Financially empowered to take appropriate decisions in support of client satisfaction
• Act as a role model for company values, principles and behaviours
• Provide support to the retailer network to assist them in achieving truly modern luxury service delivery, driving client loyalty and retention. Achieve positive results that generates high customer satisfaction.

• We recruit for attitude and train for skills so looking for candidates with an aptitude for delivering exceptional client experiences.
• Experience in delivery of exceptional client experiences is preferential from relevant sectors
• Client first mindset with personalised, seamless and dependable approach
• Resilient, energetic and enthusiastic
• Strong decision making and problem solving skills
• Ability to challenge thinking positively and build credibility and trust
• Effective team player
• Ability to enable speed in decision making through alignment and clarity
• Technologically savvy with client management systems
• Strong communication skills
• Strong stakeholder management skills
• Excellent attention to detail
• Results orientated
• Highly motivated team player
• Ability to identify improvements and implement change
• Excellent time management skills
• Ability to make quick decisions
• Experience managing high volume of queries

• Having worked in a role which has implemented a goodwill process to clients, having reviewed and communicated these decisions to clients.

• Individual must be client centric, putting the client at the heart of every action they do.
• Attentive to detail and passionate for the brand
• Adept at multitasking and handling diverse customer needs
• Fully proficient in verbal and written communication across platforms