We are looking for a bright and enthusiastic Customer Experience & Event Coordinator with a “can-do” attitude to join our growing Event Delivery team here at Hanson Wade Group.
Essential Duties and Responsibilities:
In your role you will be required to support in the planning and execution of Hanson Wade Group events, ensuring that logistical, operational, and administrative aspects are managed efficiently to deliver memorable and successful experiences for our customers. This may include pre-event planning, logistical management, on-site support, communication and coordination with customers and post-event activities.
You will be at the forefront of supporting both new and existing customers across a diverse range of products, addressing their inquiries, and ensuring they discover optimal solutions. Effective communication is a cornerstone of your role, requiring a demonstrable natural ability to build rapport with customers over the phone and through email. Embracing a global perspective, your responsibilities will extend to international travel, facilitating in-person event delivery and taking the lead in on-site customer support. We seek an initiative-taking individual—confident, adept at problem-solving, and possessing a talent for articulating and resolving issues with clarity.
In your role, you will be entrusted with the crucial task of uncovering and highlighting customer pain points directly from the front lines. Collaborating closely with the Senior Customer Experience Coordinator, you will delve into the nuances of customer behaviour, preferences, and needs, contributing valuable insights to enhance our overall customer experience.
We are in search of an individual driven by a passion for delighting customers and an obsession with continuous improvement in the customer experience. You will be a key player in shaping our approach to customer engagement. A creative mindset is essential for this role, encouraging you to fearlessly think outside the box and pioneer innovative solutions that elevate our customer experience to new heights.
The successful applicant will be:
Required for international travel to provide in-person customer support at our events.
Responsible for managing all inbound calls and emails solving challenging issues for our customers.
Managing multiple interactions at the same time
Identifying root causes for reoccurring issues which cause customers to contact us repeatedly - and helping us solve them.
Assisting the the Event Delivery Team in the execution of global events.
Supporting the Event Delivery team in preparation for live events
To join our team, you will have:
A positive attitude and strong work ethic
The ability to bounce back from minor setbacks.
Resilience to work in a fast-paced exciting role.
Ability to think quickly and diffuse difficult conversations with empathy.
Exceptional attention to detail and love juggling multiple tasks at once.
Experience in a customer related role and a passion to meet customer needs.
Knowledge skills and abilities:
Have experience supporting customers.
Must have organisational experience at a professional level.
Must have a strong passion for customer experience.
Must have outstanding communication skills.
Will be highly efficient and have an organised approach to your workload.
Will have the ability to work well under pressure and deal with high work volumes.
Will be able to adapt and change priorities according to immediate business needs.
Will be able to work as part of a team as well as independently.
Exceptional written and spoken English.
Higher education degree from a university or similar (Event Management degree preferred)
Why Choose Us?
We offer well-being bonuses such as a personal learning budget, yoga in the office, employee assistance programme and well-being champions
Private health and life insurance
Hybrid working arrangement – 1 day a week in the office
Amazing social clubs such as book club, chess club, five-a-side and many more…
1 extra day of annual leave each year, up to 30 days of annual leave (not including public holidays)
Access to our Wader Hub benefits platform which include, retail, gym, hospitality, and wellness discounts
Volunteer day (we offer all our employees the chance to take a day on us to get out there and do some good!)
Monthly awards and social events (we’re talking sports days, karaoke nights, theatre trips, cooking courses, you name it!)
Sabbatical options after 2 and 5 years
Opportunities for professional education sponsorship