CUSTOMER EXPERIENCE COORDINATOR

LCH supplies replacement luxury cars across the UK. We are an owner-led organisation firmly committed to providing outstanding service to our customers and clients.
To our team members we offer a warm and welcoming environment, flexible working, and competitive salary & bonuses; alongside other benefits such as pension, cycle to work & EV schemes, free parking and, most importantly, the opportunity to work in a company driven by its values - ownership, empathy, collaboration, improvement, integrity and positivity.
Our customer experience team is so much more than answering calls and following a script, they are empowered to deliver the best service possible for each and every customer and work in a way that is collaborative and supportive.
If this sounds like an environment in which you would thrive, and you possess outstanding customer service skills and an ability to communicate effectively, please contact us.
Please note, our customer experience team operates over 7 days, 8am-8pm and work is done in shifts that will span this time frame. Successful candidates must be comfortable working in this way and must be able to travel to our head office in Elstree, Hertfordshire, although we do offer a hybrid working model allowing some at-home working each week.

THE KEY SKILLS AND EXPERIENCE NEEDED ARE:

• Experience of dealing with customers, either face to face or over the phone
• A passion for excellent customer service and the ability to deliver it effectively
• Proven ability to communicate by phone, email and chat
• The ability to work under pressure and achieve business KPIs.
• Excellent organisational skills.
• Strong IT skills.
• Proven ability to use initiative and prioritise workload.
  Hours: 40 hours per week, worked in shifts Monday – Sunday
  Rate of Pay: £13.85 per hour (£28,800 pa FTE)
  Location: Elstree, Hertfordshire

• Handling inbound and outbound calls
• Processing bookings, booking extensions, and terminations
• Handling customer complaints through to resolution
• Updating company systems, processing rental documentation, and providing reports
• Offering additional products or solutions to improve customer experience