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Job description

Are you unhappy in your current Call Cente role?

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.

KEY RESPONSIBILITES

• 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
• Ensuring compliance with GDPR guidelines
• Checks the accuracy of your own work before confirming or sending anything

Job Type: Full-time

Salary: £25,000.00-£26,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Discounted or free food
• Gym membership
• On-site parking
• Referral programme
• Shuttle service provided
• Sick pay

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Commission pay
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Watford: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (required)

Experience:

• customer service: 1 year (preferred)

Work Location: In person