Customer Service Advisor Slough, Berkshire, South East England, England
Job description
Customer Service Advisor
On site - Slough
Up to £27,000 per annum + benefits
Who are we?
We’re the biggest name in Europe’s vehicle remarketing industry, selling 1.3m vehicles per annum, across 60 locations and with a turnover of £2billion. We believe our people are the best in the business, they are friendly, expert and professional.
Main purpose of the job:
To act as a BCA ‘in-house’ point of contact for all LeasePlan departments at their Head Office in Slough. Primarily dealing with day to day issues, requests and escalations.
Main responsibilities:
- Confirm vehicle availability whilst being able to make amendments where necessary in order to provide accurate job details
- Monitor and control vehicles in WIP ensuring vehicles are progressed in line with agreed SLA’s
- Monitor collections & deliveries for the customer in conjunction with BCA departments ensuring all non-conformances are flagged and managed with appropriate communications
- Control and input of non-conformances into reporting portal / portals and control of resolutions and reporting
- Must be able to demonstrate strong attention to detail within processing and communications
- Must have experience in resolving customer dissatisfactions or queries to a high-level and in-line with LeasePlan’s expectations and standards
- Previous customer service experience with effective verbal and written skills is essential
- Remain proactive and prioritise workloads with the ability to meet required deadlines
- To provide day to day support to Senior Customer Service advisors and Customer Service Supervisors, as well as being approachable and connected to the teams within LeasePlan
- Produce reports as required using appropriate software
- Analyse reports to ensure agreed SLA’s are met
- Co-ordinate and participate in regular reviews including preparation of key information
- Review processes, highlight and implement any efficiencies and improvements
- To assume responsibility for Health and Safety of self and fellow employees at all times
Skills and experience required:
- Must be ambitious, driven and committed to delivering team and personal objectives, whilst maintaining a culture of excellence and improvement
- An open-minded mentality, which demonstrates a respectful and courteous approach to all colleagues and all LeasePlan customers
- Consistently self-motivated with the ability to work within a pressurised environment
- Enthusiastic to embrace ownership of problems and resolve them to a positive conclusion within critical time frame
- Demonstrate an ability and willingness to learn and employ finance and credit-control knowledge
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.
