Customer Services Advisors

£23,000 - Based in Slough

Role:

Combine excellent customer service skills with strong administrative support across all vehicle brands, which involve handling calls, complaints, queries and tasks to meet all customer requirements following FCA guidelines. Provide support to the front office as required within the role of a Shared Service Centre. All KPI’s and SLA’s are met and in line with corporate and client policies.

KEY ACCOUNTABILITIES SKILLS AND BEHAVIOURS

Role Specific

Ensure the highest level of customer service in relation to:

• Responses to customer calls, emails and other requests striving to deliver a first-time resolution on any queries passed to Back Office.
• Support Front Office teams with required expertise and guidance
• Liaison with colleagues and suppliers to progress customer cases & requests
• Correct and relevant advice given to customers and colleagues
• Responding and managing customer queries utilising all correct systems
• Provide quotation for schedule updates & formal extension to sales divisions
• Maintaining vehicle data, identifying and correcting any anomalies in the data
• Operate within a control framework ensuring that comprehensive audit trails exist for all tasks undertaken
• Contributing to the team and overall Engage Customer Services department by:
• Contributing to team and department meetings
• Build relationships and develop the trust of the customer and/or drivers and franchisees and suppliers
• Display empathy and discretion when dealing with sensitive customer queries

Delivering Great Service

• Keep abreast of market conditions and specific industry and organisational changes.
• Reduce the cost of error
• Championing the customer to ensure a fair service or experience has been provided

Quality Detail/Delivery

REQUIRED KNOWLEDGE & EXPERIENCE REQUIRED QUALIFICATIONS

• Demonstrates integrity and honesty in all business activities
• Experience of working in an administrative environment where preparation, planning and organisation is evident.
• Able to demonstrate a flexible approach when responding to the needs of the client
• Numerate with well-developed analytical skills
• Develop a detailed understanding of the contract hire industry and legislation around tasks that are undertaken along with demonstrating knowledge.
• Commercially aware with a good understanding of the contract hire business, pricing equation and key profit levers
• Able to demonstrate a client-focused approach in all work activities
• Able to take initiative and be proactive with all work activities
• Experience of actively participating in a team environment, whilst demonstrating the capability to work independently.
• Fluent in business English language - with excellent written and verbal skills
• Able to demonstrate strong organisation skills
• Demonstrates a professional approach in all work activities and client dealings
• Demonstrates an ability to take initiative and make decisions as required
• Experience of working in a challenging and fast paced working environment
• Excellent skills in Word, Excel and PowerPoint
• Full understanding of relevant products, processes and systems
• Grade 5 ~ 5 GCSE’s or equivalent typically grade C or above must have at least grade C in English and Maths