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Customer Service Advisor Birmingham We are looking for an enthusiastic and motivated Customer Service Advisor to join our Service delivery team in Birmingham. You will be part of a growing and ambitious team with responsibility for making sure that both our drivers and customers are happy. About Engineius Engineius' goal is simple: to make vehicle movement easy. We are on our way to creating the leading end-to-end movement solution in the UK for our customers (such as Hertz and The AA), delivered by our network of 600 drivers and transport agents across the UK. Since going live in April 2018, we have acquired over 80 clients, many of whom can claim to be amongst the largest players in the UK automotive industry. We are already one of the largest competitors in our space but have ambitions to grow much further and we are crazy about sustainability, to date we have saved fleets over 3,000,000 tonnes of CO2. We are seeing our hard work paying off as we have won 7 awards, including Best Fleet Software three years in a row, a highly commended well-being award, two innovation awards, and one outstanding product of the year award. What Characteristics Are We Looking For? Customer Service Advisor - Essential Enthusiasm and passion for customer service Enjoys problem solving Experience handling a high volume of calls Able to work well under pressure and multi task Enjoys relationship building and communicating with customers and suppliers over the phone A desire to take responsibility rather than wanting to stay 'under the radar' Resilience Willingness to learn and take on new challenges Customer Service Advisor - Desirable Geographical knowledge Vehicle knowledge Ambition to progress in a rapidly growing business Customer Service Advisor - Key Responsibilities: Answering inbound phone calls from our driver network and ensuring that our drivers feel supported by: Helping to answer their queries and providing any support required; Solving their problems as quickly and efficiently as possible. Using our online system and technology to identify when you need to make outbound calls to drivers, and then guiding drivers so they deliver the vehicle to the customer's instructions and timings. Building and maintaining positive relationships with our customers by: Calling them proactively before any issue becomes a real problem and agreeing potential solutions. Making sure that their email requests are actioned quickly and accurately. What's in it for you Grow with us You will be part of a growing and ambitious company! We want you to be happy and enjoy coming to work where you are surrounded by a supportive team. In the heart of Birmingham We are based in Birmingham city centre at Somerset House, only a 5-minute walk from Grand Central train station. In summer you can enjoy the rooftop terrace and views of the city! Socials and more! Social events and activities are held in the building once a month. We have quarterly company socials which in the past have been rooftop quiz nights, mini golf and a meal at Fazenda. Fitness and wellbeing Your wellbeing and health matters to us. In the building there is a gym and showers that you can use before, during or after work. If you like golf, you can enjoy practising on the golf simulator too. Time to relax Well-deserved time off- you will get 25 days off a year plus bank holidays. You will also get an additional day with every completed year of service up to a maximum of 30 days per annum. Join us If you want to be part of a forward-thinking, sustainable company and you embrace positivity, we would love to hear from you!
Location Hybrid < 1-2 days in the office/Support Centre on Hams Hall Distribution Park, Coleshill. Why The Works? We don't just sell products. We inspire reading, learning, creativity and play. You sell the paint that turns someone into an artist. You provide the book that unleashes an inner author. You supply the games that help bring families together. You give someone the puzzle book that reconnects someone with a late family member's memory. You never know who someone will become. So with your passion, and our products, you will help ignite the spark in helping people unleash their creativity, find new passions, hobbies, or rekindle fond memories. The unseen possibilities are limitless, and it all starts with you. Become a CRM Executive This exciting role (reporting into the CRM Manager) will be integral to help deliver our big plans for CRM this coming year and beyond. We are looking for someone who isn't afraid to be bold in their ideas, to deliver a best-in-class programme of automated customer journey communications across the customer lifecycle which drive engagement, sales, and lifetime customer value. Do you have what it takes to delight our customers and keep them highly engaged with our brand? Your Mission Work alongside the team to execute the overall CRM strategy. Supporting CRM Manager and taking lead of the automated customer journeys programme, to review, develop and optimise a series of behavioural led trigger journey email communications (e.g. welcome, abandoned basket, lapsed etc) across the customer lifecycle to drive engagement, lifetime customer value and sales. Use data to analyse performance using key KPIs to provide actionable insights and improvements for future development. Support CRM Manager with the delivery of new customer perks' programme, from initial planning to execution to drive customer loyalty. Deliver the full end to end email campaign process from briefing, sign off, set up, testing, scheduling and deployment. Use segmentation and personalisation to enhance email campaigns and drive customer engagement. Use personalisation tool to ensure email content is continually evolving, engaging and fresh. Weekly and ad hoc reporting of email results and learnings to be presented to stakeholders, making conclusions and in-depth analysis of all campaigns. Develop and drive, alongside CRM Manager, an always on test and learn plan to drive optimisations across the automated customer journeys programme. Co-ordination with the wider marketing, online, buying and merchandising teams to ensure all communications are on-brand, accurate, relevant, and timely. Work closely with email designers to ensure email templates are optimised and creative is on-brand and engaging. Keep up to date with industry CRM activity and share any ideas or concepts for us to test. Review competitor activity and share updates with wider marketing and creative teams to inspire new opportunities. Skills/Behaviours That Will Set You Apart You must have previous experience working with an ESP. Ometria is desirable but not essential. Experience using Google Analytics. Analytical and proactive approach with the ability to draw conclusions from data and make recommendations based on results. Strong attention to detail. Copywriting skills. Strong organisational skills to co-ordinate scheduling and manage multiple projects simultaneously. Commercially minded with a creative flair. Able to communicate effectively and contribute confidently within a team. A 'can do' attitude, we are a busy team! Our PERKS really are The Works' ?? 25% Colleague Discount! - Plus, exclusive Double Discount days! ?? MyWorks - Access exclusive online discounts across hundreds of retailers, holidays, utilities deals, tech and more! ?? Holiday 33 days including bank holidays. ?? Holiday Purchase - Purchase an additional 5 days ? Can-Do Academy - Grow your skills and career with instant access to further training and development in areas that interest you. ?? Wagestream - Claim early access to 50% of your wages as you earn them for when life' happens! ? Share Scheme - Unleash your inner Monopoly mogul and own a piece of The Works! ?? 24/7 support for you and your family - Through our partnership with the Retail Trust who provide an Employee Assistance Programme and so much more! ?? Healthcare Cash Plan To support your everyday healthcare costs ?? And loads more! Long Service Awards, pension, life assurance, Cycle to Work and optional charity giving. Our Purpose To inspire reading. learning, creativity and play - making lives more fulfilled. Our Values We are Crafty We are Caring We are Can-do We Listen. We Care Each year, we run an anonymous colleague engagement survey. This is so important for us to hear your feedback and suggestions. We want to know what's going great, and what needs a couple of tweaks to help make The Works the best place you've ever worked! You'll have opportunity to help give us that direction. Promoting Diversity, Inclusion, and Applying Reasonable Adjustments At The Works, we are proud to have an inclusive culture where everyone truly feels able to be themselves. Our roles are open to all, including under-represented groups such as ethnic minorities, people with disabilities, carers & members of the LGBTQ community (including those who identify as lesbian, gay, bi, trans, non-binary, or use another term). We are open to discussing part-time and flexible working and, where possible, will try to support this. If you need reasonable adjustments to apply for this role, please contact and we'll be happy to help!