Customer Service Advisor

The candidates will need to be very strong administrators with a proven background in office based customer services. Good MS Office skills, time management, attention to detail and the ability to multi task would are all required skills.

JOB PURPOSE
This role provides our Contract Hire and Fleet customers with assistance across all levels of their financial services requirements and deals with a wide variety of enquiries (telephone and correspondence).

Agents must possess a keen desire to maintain and develop a long-term relationship with our customer base and our Brand Manufacturer partners. With key products and services aligned to some of the leading brands in the Motor Industry, our key aim is to ensure service levels are met and effective communications are linked to timely and effective action.

RESPONSIBILITIES
Respond to high volumes of incoming customer enquiries by telephone or in writing about contract status within agreed service levels; for example: queries at the end of the agreement, early terminations, contract amendments, monthly road fund license; cherish transfers, direct debit queries etc,
Speed and accuracy is paramount
Account analysis and rectification using your own initiative and negotiation skills
Administration and resolution of customer complaints/disputes, queries and tasks relating to the administration of a contract throughout its lifecycle; including contract end.
Assisting on specific business projects and process improvements within the department.
Working within agreed authority levels taking ownership of the issue but referring to higher authority when required
Accurately updating the core systems within the business with details of account activity and actions taken
Close liaison and interaction with other areas of the business to assist resolution of cases and customer satisfaction
Maintain awareness of FSA regulations in order to manage insurance queries in accordance with legislative requirements
SKILLS AND EXPERIENCE
Strong customer service focus essential with a determination to resolve issues
Strong telephone and written communication skills
A customer friendly manner at all times
Able to demonstrate systematic thought processes
A resilient approach to dealing with difficult customer enquiries
A proactive and flexible approach with the ability to react appropriately and effectively to changing circumstances and demands.
A team player with the ability to work under pressure and adhere to strict deadlines.
Previous customer service centre, call centre or Finance company experience desirable
GCSE passes at Grade C or above, or equivalent, in Maths and English
Full PC literacy essential – Microsoft Office desirable