Client Experience Advisor
Posted Today by Expleo Group
£24 Per hour
Inside
Undetermined
Coventry, England, United Kingdom
Summary: Expleo is seeking a Client Experience Advisor to enhance client interactions for a premium automotive client within their UK Client Relationship Centre. The role emphasizes delivering exceptional luxury experiences throughout the ownership journey by engaging with customers and resolving their concerns. The advisor will maintain strong communication between clients, retailers, and partner networks while ensuring a high standard of service. This position requires a proactive approach to client management and a commitment to continuous improvement in client experiences.
Key Responsibilities:
- Act as a primary point of contact for UK clients
- Manage inbound & outbound communications (phone, email, chat, social media)
- Deliver first-contact resolution wherever possible
- Build strong relationships with clients and retail partners
- Handle complaints with a client-first, solution-focused approach
- Maintain accurate data within CRM systems
- Collaborate across business functions and third-party partners
- Identify and implement process improvements
- Support retailers in delivering a premium client experience
- Make goodwill decisions where appropriate
Key Skills:
- Experience in delivery of exceptional client experiences from relevant sectors
- Client-first mindset with a focus on personalized and dependable service
- Resilient, energetic, and enthusiastic with the ability to deliver results under pressure
- Strong decision-making and problem-solving skills
- Effective team player who leads and supports team members
- Technologically savvy with experience in client management technologies
- Strong written and verbal communication skills
- Excellent stakeholder management skills
- Numerate with attention to detail
- Results-oriented with a determination to make things happen
- Ability to identify opportunities for improvements and implement change
- Excellent time management skills
- Experience managing a high volume of queries
- Desirable experience in implementing goodwill processes
Salary (Rate): £24/hour
City: Coventry
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: Other
Expleo is hiring a Client Experience Advisor to support a premium automotive client within their UK Client Relationship Centre. This role sits within the Customer Experience function and is focused on delivering modern luxury client experiences across the ownership journey. You will engage with customers proactively and reactively, ensuring they are enjoying their vehicles, resolving concerns, and maintaining strong communication between clients, retailers, and partner networks.
Company: Expleo
Location: Coventry, UK
Rate: £24/hour (Inside IR35)
Contract Duration: Until May 2027
Key Responsibilities
- Act as a primary point of contact for UK clients
- Manage inbound & outbound communications (phone, email, chat, social media)
- Deliver first-contact resolution wherever possible
- Build strong relationships with clients and retail partners
- Handle complaints with a client-first, solution-focused approach
- Maintain accurate data within CRM systems
- Collaborate across business functions and third-party partners
- Identify and implement process improvements
- Support retailers in delivering a premium client experience
- Make goodwill decisions where appropriate
Knowledge, Skills, and Experience
- Experience in delivery of exceptional client experiences is preferential and this can be from retail, hotelier, travel, entertainment or other relevant sectors, equally welcome client experience team members from other automotive brands
- An individual with a client first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, seamless and dependable
- An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs
- Strong decision making and problem solving skills. An individual who is able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style
- An effective team player, actively leads, develops and supports team members
- An individual who enables speed in decision making through establishing alignment, clarity, appropriate resources and sense of urgency whilst bringing others along
- Technologically savvy with an ability to navigate multiple client management technologies and previous experience desirable
- Strong communication skills, both written and verbal
- Strong stakeholder management skills
- Numerate with excellent attention to detail, with the ability to outline information in a straight forward manner
- Results orientated with a determination to make things happen
- A highly motivated, energetic and inspirational team player
- Ability to identify opportunities for improvements and implement change
- Excellent time management skills, able to work on multiple tasks and deliver results to agreed schedules
- Ability to make quick and competent decisions
- Experience of managing a high volume of queries
- Desirable – Having worked in a role which has implemented a goodwill process to clients, having reviewed and communicated these decisions to clients.