Customer Service Executive Relations Advisor

This position is responsible for escalated and emotive customer contact and issue resolution for all lines of the business including our white label partners, ensuring clear investigation is undertaken to drive positive business change and retain the customer.

Responsibilities

Investigate competently, diligently, and impartially customer contacts to deliver excellent service and retain the customer; Promote and maintain high standards of communication; Manage own workload and regularly update internal and external customers to ensure timely resolution; Communicate effectively internally and externally; Engage with key stakeholders to address emotive and topical issues; Take on high priority escalations from Legal, Claims, Privacy and PR; Assist with professional complaints for Optical / Pharmacy teams following strict governance; Proactively highlight process improvements to line manager; Accountable for own metrics including First Contact resolution and Customer Satisfaction

Requirements

Extensive experience of working in Customer Service and Contact Centre; Customer focused mentality; Sound knowledge of all areas of the business is essential; Proven track record in verbal and written communication in line with Omnichannel Customer Support and Asda brand guidelines; Ability to navigate several systems to support in the resolution; Ability to make sound decisions autonomously

Nice to have

Ability to build rapport with key business areas; Ability to challenge and solve difficult situations; Forward-thinking approach

Benefits

Hybrid working with a minimum of 3 days a week in one of Asda's Home Offices; Discretionary company bonus; Company pension up to 7% matched; 15% colleague discount in store and online; Free access to wellbeing services including Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline; Discounts across a range of services and activities; Asda Allies Inclusion Networks; Parental leave policies including maternity, adoption, paternity, shared parental, neonatal care leave, and support for fertility treatments