Customer Experience Advisor

Customer Experience Advisor at Zoo Grips

Our OEM client based in Whitley, Coventry, is searching for a Customer Experience Advisor to join their team, Inside IR35.

Umbrella Pay Rate: £23.64 per hour.

The UK Client Relationship Centre is 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.

As a Client Experience Advisor, you will be a knowledgeable expert in our brands to achieve effective solutions and deliver the highest level of client experience. You will work in a fast‑paced, energetic environment, managing inbound and proactive contacts with clients, retailers and third parties on a daily basis. We recruit for attitude and train for skills, seeking candidates with an aptitude for delivering exceptional client experience from any industry.

• High client satisfaction via both phone and online chat facilities.
• Responsible review of goodwill.

• Offer exceptional client support for all client product owners, being a critical point of contact and resolution.
• Build 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: telephone, chat, social media and email.
• Be a knowledgeable expert in our client’s brand and products.
• Identify and manage complaints on the initial contact.
• Adopt a modern luxury mindset approach, offering robust solutions with the client at the heart.
• Identify opportunities for process improvement within the Client Relationship Centre, retailer network and wider business, taking action to continuously improve the operation.
• Maintain effective relationships across the client’s business and retail network driving client experience.
• Drive data quality through effective management of client data in Customer Management Systems and champion data protection compliance.
• Provide creative client and retailer solutions with the client at the heart of all decision‑making.
• Work across all client functions, UK national sales centre, retail network and third parties to drive client experience.
• Have financial empowerment to take appropriate decisions in support of client satisfaction.
• Act as a role model for client values, principles and behaviours and a true ambassador for modern luxury service delivery.
• Support the retailer network to achieve modern luxury service delivery, driving client loyalty and retention.
• Achieve positive results that generate high customer satisfaction.

• Collaborate with all client business functions to support client queries and problems, including engineering, manufacturing, legal and commercial.
• Engage with all retail partners and third‑party service providers (e.g., AA, energy providers, insurers).
• Our client is committed to equal opportunity for all.

• Attitude and training focus; aptitude for delivering exceptional client experiences.
• Experience delivering exceptional client experiences is preferential, from retail, hotelier, travel, entertainment or other relevant sectors; automotive brand experience welcomed.
• Client‑first mindset; easy to do business, makes people feel special, drives personalised, seamless and dependable experiences.
• Resilient, energetic and enthusiastic, able to deliver results under pressure and respond constructively to new ideas.
• Strong decision‑making and problem‑solving skills.
• Ability to challenge existing thinking positively while building credibility and trust.
• Effective team player, actively leads, develops and supports team members.
• Enables speed in decision making through alignment, clarity, appropriate resources and sense of urgency.
• Technologically savvy; ability to navigate multiple client management technologies; prior experience desirable.
• Strong communication skills, both written and verbal.
• Strong stakeholder management skills.
• Numerate…