Customer Experience Representative

Instron; High Wycombe; On-site; GBP 27,000; Full time

Job summary

An established industry player is seeking a Customer Experience Representative to enhance customer ownership experiences. This role focuses on building strong relationships with clients, understanding their needs, and providing tailored service solutions. You'll play a crucial part in renewing contracts and growing business in your designated area. The position offers a dynamic environment where your contributions will directly impact customer satisfaction and loyalty. If you are passionate about customer service and thrive in a collaborative setting, this opportunity could be your next career move.

Qualifications

• 4+ years of relevant aftersales experience.
• Strong communication and relationship-building skills.

Responsibilities

• Support and grow business by recovering lost accounts.
• Process customer contacts and generate job requests efficiently.
• Mentor junior team members and lead specific projects.

Skills

Customer Relationship Management

Communication Skills

Sales Techniques

Education

School qualification or office based apprenticeship

Business professional training/qualification

Job description

Instron High Wycombe, England, United Kingdom

Join or sign in to find your next job

Join to apply for the Customer Experience Representative role at Instron

Instron High Wycombe, England, United Kingdom

1 week ago Be among the first 25 applicants

Join to apply for the Customer Experience Representative role at Instron

Get AI-powered advice on this job and more exclusive features.

Job Description

Working closely with the other members of the service administration team you will be responsible for ensuring our customers have the best ownership experience possible.

Job Description

Working closely with the other members of the service administration team you will be responsible for ensuring our customers have the best ownership experience possible.

Primary focus will be on the commercial as setout below.

Commercial

• As part of the Customer support team for the UK, take primary responsibility for supporting and growing the business in a designated area by:
• Seeking to recover lost business and penetrate competitor accounts
• Develop a relationship with each of your customers to understand their business and the industry within which they operate in order to position yourself as a trusted advisor and sell the appropriate service products within our range.
• Renew all your contract customers by engaging in conversation to understand how their needs might have changed since prior year and seek to grow the contract year on year.
• Engage with your customers under warranty early on in the cycle in order to better inform them of on-going support options and costs, working together within their budget cycle.
• Grow the number of contracts in your territory by encouraging customers who normally operate under ‘book and bill’ to purchase a contract
• Understand the financial position of UK service, work towards achieving the AOP targets and understand your own costs and how they can add value to both revenue and margin
• Develop a solid understanding of Instron service’s products
• Take on the responsibility and assume the lead for specific projects and be prepared to present at the monthly catch-up’s
• Mentor the more junior or less experienced team members
  
  

Administration

• To process all first line customer contact, via telephone, email or other, and generate job requests and relay the information regarding customer service requirements efficiently and effectively to the Field Service Team to ensure the highest level of customer satisfaction. Where applicable to close and invoice the chargeable calls generated above.
• To generate manual quotations for non-contract Service visits and to follow up offers in a timely fashion. Where practical offers should be converted to renewable contract options.
• To set up all new Installations on the service system and generate the appropriate documentation for the service team.
• To generate and review all contract renewals and ensure the renewal is completed on time.
• Provide cover for the Administrative Business Partner in his/her absence.
• Oversee the Extracare inbox
• Responsible for the diversion of calls from the main Service number and ensuring that this line is always manned.
• Complete the necessary paperwork relating but not limited to NDA’s, accreditation etc. and involve legal expertise where required.
  
  

Qualifications

• School qualification or office based apprenticeship.
• Additional business professional training/qualification is preferred.
• 4 plus years of previous relevant aftersales experience.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Industrial Machinery Manufacturing

Referrals increase your chances of interviewing at Instron by 2x

Get notified about new Customer Representative jobs in High Wycombe, England, United Kingdom.

Buckinghamshire, England, United Kingdom 3 hours ago

Reading, England, United Kingdom 3 weeks ago

Reading, England, United Kingdom 3 weeks ago

Reading, England, United Kingdom 3 weeks ago

Reading, England, United Kingdom 6 days ago

Windsor, England, United Kingdom 1 week ago

Aylesbury, England, United Kingdom 2 weeks ago

Marlow, England, United Kingdom 1 week ago

High Wycombe, England, United Kingdom 2 weeks ago

Watford, England, United Kingdom 1 week ago

Watford, England, United Kingdom 1 month ago

Winnersh, England, United Kingdom 1 month ago

Slough, England, United Kingdom £26,500.00-£26,500.00 3 weeks ago

Reading, England, United Kingdom 3 days ago

Long Crendon, England, United Kingdom 4 weeks ago

Luton, England, United Kingdom 1 week ago

Clinical Customer Service Representative

St Albans, England, United Kingdom 5 days ago

Aylesbury, England, United Kingdom 2 weeks ago

Slough, England, United Kingdom 3 weeks ago

Customer Service Representative with a additional EU Language

Camberley, England, United Kingdom 3 weeks ago

Bracknell, England, United Kingdom 5 days ago

Bracknell, England, United Kingdom 6 days ago

Customer Contracts Specialist - Insurance

Reading, England, United Kingdom 1 week ago

Aylesbury, England, United Kingdom 2 weeks ago

Bicester, England, United Kingdom 3 weeks ago

Customer Service Representative - Oxford

Oxford, England, United Kingdom 3 days ago

Feltham, England, United Kingdom 1 day ago

Customer Support Representative (12-month contract)

Didcot, England, United Kingdom 2 weeks ago

Dunstable, England, United Kingdom 6 months ago

Oxford, England, United Kingdom 2 weeks ago

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