Customer Experience Specialist

Job Description

Job Description:

Slough

Salary circa £40K plus bonus & other benefits

The role of Customer Experience Specialist at Mars Wrigley is to protect and build the reputation of Mars Wrigley and our brands while leveraging insights from our consumer interactions that keep us relevant.

What will be your key responsibilities?

Oversight of contact centre services for UK and IE using standardized reporting templates to track operational performance (hygiene factor)

• You will be conduit of information to Contact Centre for UK market activities

• You will activate and manage Crisis support with Contact Centre for local issues

• You will deliver local market insights each period and proactively leverage contact centre resources

• You will be responsible for local ways of working governance, to include preparation for and management of any internal and LRQA audits

• You will manage UK market consumer care administration e.g. budget management, raising FOs, ordering samples, reimbursement management

• You will support the European Consumer Care Leader, to develop regional ways of working and launch key initiatives/projects, as well as to cover their role during absence.

What are we looking for?

• You will have experience in a customer facing or consumer care environment, with a strong service ethic and a passion for championing quality

• You will be a self-starter with a track record of taking personal responsibility and ability to work with minimal supervision

• You can demonstrate ability to identify and pre-empt risk is essential

• You will have worked with an outsourced provider

• You will have strong experience in senior Stakeholder Management

What can you expect from Mars?

• Work with over 130,000 diverse and talented associates, all guided by The Five Principles.

• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

• Best-in-class learning and development support from day one, including access to our in-house Mars University.

• An industry competitive salary and benefits package, including company bonus.

Find out more about what Mars can offer you by visiting our Global Careers site.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.