Aquilo recruitment are excited to be partnering with Ideal heating to recruit for a customer loyalty executive to join them on a permanent full time basis, this is an exciting opportunity to join one of the top market leaders and to make a real difference within a fantastic company who have a great culture and long term career prospects.
Job Title : Customer Loyalty Executive
This is a role within the existing Connect Loyalty Team, within the Marketing Department.
You will be responsible for customer support for Ideal's customer loyalty programmes.
As a key customer contact, duties will include helping and supporting loyal customers through various channels, including telephone, email, and website.
Tasks will include resolving customer issues, registering products, working with reward suppliers, general administration, and daily reporting.
Exceptional customer service skills and a polite telephone manner are essential for this position.
Key Accountabilities: Managing inbound telephone and email enquiries, supporting customers with member account queries i.e.
interacting with their membership benefits and redeeming their loyalty points on rewards
Resolving issues in customers' accounts and assisting customers in using the loyalty programmes independently through the websites and app
Updating customers records on the CRM system and Salesforce, including processing new member registrations and updates
Processing manual product registrations through the web-based CMS system
Liaising with third party suppliers to manage rewards item orders
Mail merging and processing of daily warranty/installation certificates
Meeting monthly targets (KPI's) of responding to inbound activity and completing administrative duties Essential requirements include: Friendly and polite manner Strong interpersonal skills
Ability to manage many varied tasks with short deadlines
Good IT skills, including knowledge and experience of using Word and Outlook
Confidence with problem solving and the ability to see problems through to the end
Strong knowledge and understanding of Excel desirable
Previous experience of CMS or CRM systems preferable but not essential
Experience of telemarketing/telesales/helpdesk/customer service or a similar role involving telephone interaction with customers desirable
Benefits: Working hours 8-30-430 Mon to Thursday and Friday 9-5
Hybrid working - WFH Mon and Fri
25 days holiday plus bank - no working weekends
Christmas shutdown
Enhanced pension