Customer Service Executive

?? Role: Customer Experience Executive
?? Type: Temp to Perm
?? Location: Reading (Hybrid)
?? Rate: £13.50 per hour
?? Hours: 25 per week, Monday to Friday

We are recruiting on behalf of a respected organisation dedicated to supporting military veterans and service leavers transition into successful business ownership. This role offers the opportunity to make a significant impact by providing tailored support, resources, and mentorship to help clients launch and sustain their own businesses.

Day-to-day of the role:

• Serve as the primary point of contact for participants, offering daily support via phone, email, and text to simplify the Start-Up Loans application process.
• Clearly explain eligibility criteria, required documents, and repayment terms in simple, jargon-free language.
• Identify and resolve barriers that prevent leads from progressing in the application process.
• Schedule follow-up calls and emails to maintain momentum throughout the application journey.
• Promote workshops, networking events, and mentorship opportunities to engage participants.
• Connect applicants with tailored support based on their individual needs.
• Maintain accurate records in CRM systems, tracking application progress and follow-ups.
• Provide weekly reports to management on case progression, challenges, and outcomes.
• Collaborate with marketing to refine outreach campaigns and share insights to improve user experience.
• Handle customer complaints in a timely and empathetic manner, ensuring resolutions align with company policies.

Required Skills & Qualifications:

• Outstanding communication skills to build rapport and motivate participants.
• Experience in customer engagement, lead nurturing, or sales outreach with a non-salesy tone.
• Ability to simplify complex processes for diverse audiences.
• Proficiency in CRM tools like Salesforce and Zoho, and Microsoft Office.
• Empathy for the unique challenges faced by veterans and military families.
• Strong attention to detail and ability to interpret basic financial information.
• Willingness to learn and grow into a business advisory role.

To apply for this position of a Customer Experience Executive, please submit your CV, or contact Claire at Reed Reading office.