customer relations Watford, East of England, England
Job description
Our client is a leading provider of lease cars to businesses and individuals and we have fantastic opportunities for candidates to join a dynamic company based in Croxley Green.
We are currently recruiting for Order and Delivery Advisors (telephone and systems input work) to support an existing team. You must have at least 2 years customer service experience in an office based environment.
TEAM PURPOSE:
The efficient and effective management of our order bank, from new order placement with our dealer network, to the successful delivery of the new cars to our drivers.
ROLE PURPOSE:
To support our drivers by delivering the best service, through knowledge, education and passion to do the right thing, always putting the driver and their experience first.
CUSTOMER SERVICE:
- Takes full accountability for the work and service you deliver, striving to exceed KPIs and SLAs
- Responsible for all inbound and outbound interactions in the team
- Owns any interaction through to completion, proactively chasing responses internally and externally where needed to complete a task
- Responds to all interactions articulately and professionally, providing all the information required first time
- Always puts themselves in the drivers shoes to see things from their perspective
- Takes time to understand the drivers needs
- Able to deliver difficult messages, using each opportunity to explain and educate
- Continually reviews what you are doing to look to make improvements
- Champions and is empowered in first contact resolution (FCR)
- Takes responsibly to find out if you don’t know the answer
- Makes calls instead of sending emails in the first instance where possible
- Management of internal and external systems, keeping information accurate and up to date
- Is flexible to take on bespoke and ad hoc on tasks allocated by Line Manager
- Co-ordinates multiple team responses to give a holistic response where required
- Demonstrates an ability to resolve complaints and difficult enquiries with first interaction
- Assist with team training
RELATIONSHIP MANAGEMENT:
- Builds and maintains strong, professional relationships with colleagues and drivers
- Prides yourself on being respectful to internal and external people
- Is a role model when dealing with drivers
- Stays calm and in control when dealing with difficult situations
- Thrives being part of team and does what is asked
- Asks for and responds positively to all feedback provided
- Gives developmental and constructive feedback to colleagues
PERSONAL SPECIFICATION:
- Excellent verbal and written communication skills
- Polite and professional telephone manner
- Proactively looks for how to do the best job
- Inquisitive natures which asks questions about context and impact
- Manages self with strong organisational and time management skills
- Thrives when working as part of a team
- High accuracy levels and attention to detail
- Confident in handling conflict
BENEFITS:
Wide range of benefits including: From day 1
- 25 days holiday
- Pension - auto enrolled after 3 months 3% ER, 5% EE contribution
- Death in service - 4x salary
- Free eye tests
- Gym discount on the park
- Refer a friend scheme - up to £1k for successful recruitment referral
- Friends with benefits - up to £1k for a successful business referral
- Vectis card - discounts on various shopping deals
- Perkbox - same as Vectis card
- Free bus service from Watford train station to Croxley Park
- Daily fresh food baskets (after COVID)
- Christmas party
- Annual Away Day in the summer
On completion of probation
- Discretionary bonus scheme based on performance
- Private medical cover
- Cycle scheme
- Eligible for company car leasing scheme
Job Type: Full-time
Salary: £25,000.00 per year
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Watford: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 2 years (required)
Work Location: Hybrid remote in Watford
