Customer Experience - Partner & B2B Customer Support

Dimplex UK; Southampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Experience Representative to join their dynamic team. This role focuses on delivering exceptional support to B2B customers by addressing inquiries, resolving issues, and maintaining strong relationships. The ideal candidate will possess excellent communication and problem-solving skills, ensuring customer satisfaction while promoting innovative solutions. Join this forward-thinking company and contribute to enhancing customer experiences in the heating and ventilation sector. If you're passionate about customer service and eager to make a difference, this opportunity is perfect for you.

Qualifications

• Strong communication skills to assist customers effectively.
• Ability to troubleshoot and solve technical issues.

Responsibilities

• Respond to B2B customer queries via calls and emails.
• Resolve technical queries and provide excellent customer service.

Skills

Communication Skills

Technical Problem-Solving

Customer Service

Time Management

Attention to Detail

Education

High School Diploma

Customer Service Certification

Job description

Customer Experience - Partner & B2B Customer Support

Join to apply for the Customer Experience - Partner & B2B Customer Support role at Dimplex UK

Customer Experience - Partner & B2B Customer Support

3 days ago Be among the first 25 applicants

Join to apply for the Customer Experience - Partner & B2B Customer Support role at Dimplex UK

Company Overview

Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.

Company Overview

Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.

Main Purpose of Role

Glen Dimplex is all about promoting our products and services and our contact centre is no exception. We’re dedicated to delivering world class service and that means having a world class team. In the role you will be responding to all types of B2B Customer led correspondence and queries and you will be delivering the highest level of customer service ensuring Brand integrity and loyalty.

Key Accountabilities

• Taking calls & answering emails from our Trade, Retail, Contracting and indirect B2B customers in relation to in and out of warranty claims, presale information or any other queries, provide a resolution or escalating to the appropriate team
• 1st responder for technical queries, via email and telephone calls
• Resolving any query that the customer may have where it be a service request, part & product availability, or safety information, applying technical and logical problem-solving skills to reduce cost of service
• Provide support to customers responding to general technical queries or enquiries.
• Liaise with Sales Managers, Engineers, logistics and the wider Commercial Team to obtain a satisfactory outcome for both the customer and the business balancing customer expectations and commercial impact to GDHV
• Build meaningful relationships with our B2B customers so they have a point of contact in the team and continue to promote GDHV products & services to increase profit
• Ensure you adjust your style to engage your audience and provide the best possible resolution, balancing business and customer needs
• Through daily duties, highlight any potential issues to the B2B Team Leader to avoid any impact to SLA and department KPI or cost of service
• Recommend improvements to the B2B Team Leader & other senior managers, demonstrating sound rationale, an understanding of the implications and steps that can be taken to mitigate any risks to enhance the service and reduce commercial impact
• Updating the B2B contacts record on a daily basis ensuring that all completed correspondence is recorded accurately and carrying out regular customer account reviews to ensure information is maintained
• Attend customer site meetings as and when required, in order to develop best practice and improve communication with GDHV customers and specifiers
• Understanding KPIs and the drivers behind the values associated with them and the impact they have to service levels and agreements
• To manage and prioritise own workloads, escalating where appropriate to Team Leaders and Mangers if unmanageable
• To work pro-actively providing feedback required and offer suggestions to improve the overall customer experience
• Take ownership of professional development through 121 reviews and PDR’s
• To understand GDPR regulations and ensure that, at all times, the regulations are adhered to. To consistently comply with Health and Safety Regulations in all aspects of general duties.
  
  
  

Essential Criteria

Skills, Knowledge and Experience

• Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
• Specializes in assisting customers, mainly through diagnosing and solving issues using their product and service expertise
• Ability to maintain customer focus whilst troubleshooting and solving technical issues
• Technically minded and pro-active in approach
• Creative thinker, to be able to develop innovative ideas to improve customer service standards
• Ability to work well under pressure
• Excellent written and verbal skills
• A commitment to continuous improvement both personally and for the role.
  
  
  

Desirable Criteria

• Knowledge of HVAC Industry
• Knowledge/experience of mechanical heating services (plumbing/electrical) beneficial
• Customer Service within a Contact Centre - Inbound or Outbound
• Working to targets/SLA/KPI
  
  
  

Complexity and Creativity

• Use logical thinking to resolve complex customer issues
• Commercially creative to drive low-cost resolutions keeping the customer perception in line with resolution
• Provide detailed feedback and process improvement
  
  
  

Travel

You will be required to travel, on occasion, to other parts of the GDHV business both within the UK and Ireland.

Glen Dimplex Values

Skills

At Glen Dimplex we are proud of our Company Values, which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to:

• Think Customer
• Care About People
• Value Innovation
• Keep It Simple
  
  
  

Acknowledgement

This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative

• Industries

  Appliances, Electrical, and Electronics Manufacturing

Referrals increase your chances of interviewing at Dimplex UK by 2x

Get notified about new Partner jobs in Southampton, England, United Kingdom.

Whiteley, England, United Kingdom 1 week ago

Southampton, England, United Kingdom 1 day ago

Stroud, England, United Kingdom 2 weeks ago

Portsmouth, England, United Kingdom 1 week ago

Southampton, England, United Kingdom 1 week ago

Southampton, England, United Kingdom 3 weeks ago

Identity & Access Management (I&AM) Analyst

Southampton, England, United Kingdom 1 month ago

Southampton, England, United Kingdom 2 weeks ago

Fareham, England, United Kingdom 6 days ago

Hursley, England, United Kingdom 1 week ago

Romsey, England, United Kingdom 1 week ago

Chandler's Ford, England, United Kingdom 17 minutes ago

Andover, England, United Kingdom 1 year ago

Havant, England, United Kingdom 1 month ago

Southampton, England, United Kingdom 4 days ago

Fareham, England, United Kingdom £35,937.00-£35,937.00 1 month ago

Andover, England, United Kingdom 6 days ago

Southampton, England, United Kingdom 2 days ago

Human Resources Manager - Employee Relations

Bournemouth, England, United Kingdom 1 week ago

Ringwood, England, United Kingdom 1 week ago

Southampton, England, United Kingdom 4 days ago

Southampton, England, United Kingdom 4 days ago

Gosport, England, United Kingdom 1 week ago

Corporate Administrator - Private Equity

Southampton, England, United Kingdom 6 days ago

Southampton, England, United Kingdom 3 weeks ago

Southampton, England, United Kingdom 3 weeks ago

Southampton, England, United Kingdom 3 weeks ago

Fisher's Pond, England, United Kingdom 1 week ago

Southampton, England, United Kingdom 6 hours ago

Bournemouth, England, United Kingdom 6 months ago

Southampton, England, United Kingdom 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.