Customer Experience Co-ordinator

Customer Experience Co-ordinator


We are looking to recruit a Customer Experience co-ordinator to join our Team based on the Chester Business Park. This is a permanent position offering a fantastic working environment and excellent staff benefits. Our benefits package includes access to ‘Perk Box’ which offers over 1,000 perks and discounts from well-known retailers as well as digital content to support wellbeing. We have an employee assistance programme, a generous annual bonus, discounted hearing products for friends and family, a very generous pension scheme, free parking and regular office lunch treats!

Our working week is Monday to Friday, 37.5 hours and we offer a mix of office and home working following an initial training period.

About us

Widex is one of the world’s leading manufacturers of hearing aids. Our mission is to provide the best hearing aids and the best customer services. We enable people to connect and communicate easily by developing the most advanced and user-friendly hearing aid technology. Widex is a family-owned company founded in Denmark in 1956. Our hearing aids are sold in more than 100 countries, and the company employs over 4,000 people worldwide. Helping people hear is our business!

Role Function:

The primary purpose of this role is to drive improvements through systems, process and customer feedback to enhance our customer experience. To be able to support all brands in developing strong branded experiences which will help define our position in the industry. Work closely with all teams to help create amazing customer experience through service excellence. This role will also support the Customer Service team with calls on a regular basis, covering holidays and sickness.

Main Duties:

  • Drive and implement improvements to enhance our use of Salesforce as a Customer Service tool. Investigating how can we utilise the CRM tool to better support our teams and to ultimately increase customer satisfaction.
  • Issue and complaint handling – Help to ensure global QMS is followed and that we have clear processes in the UK to support our customers when things go wrong. Work to identify improvement areas through analysing issues and implementing process improvement plans on the back of the finding
  • Voice of Customer – Work to find better ways of capturing customer feedback. Look at methods currently in place such as NPS etc, how can we make the most of the feedback received to improve our customer experience
  • Review process flows looking for areas to increase efficiencies to better support our customers, this could be using technology or system improvements working with the global teams to align best practices
  • Call calibration – work with team managers to review calls, provide feedback and identify areas for improvement. Create processes for delivering feedback to team members
  • Customer Journey mapping – Identify improvement areas through investigating customer journeys, work on finding best practices, implementing improvements and ensuring our practices meet the needs of our customers

Skills and Experience:

You will need to be a competent user of all MS Office application and it is essential that you have experience using Salesforce CRM. Complaint handling experience is essential and it would be desirable if you had knowledge of audiology or hearing aid production.

Application

We will be conducting interviews on a continuous basis, so please send your CV and application as soon as possible. Closing date is 28th November but we reserve the right to close this vacancy early.

We usually respond within two weeks

Or, know someone who would be a perfect fit? Let them know!

Chester, UK

Winster House
CH4 9QT Chester Directions

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