The role in a nutshell: A Driver Support Advisor (KINTO One) is usually the first point of contact for our customers. You will be assisting our customers with their queries and questions via phone calls and emails with the aim of achieving customer excellence.
A bit about the ‘Customer Service Department': Our mission is to ensure that all customers who interact with us are provided with swift, first-class customer service that is delivered with care warmth and pride.
What you'll be doing:
1. Handling queries that come to the customer service team via phone and email (Microsoft Dynamics)
2. Working with multiple customers and products across the entire customer journey
3. Aiming to resolve customer queries first time
4. Build sustainable and trusted relationships through open and interactive communication
5. Handle regulated and non-regulated complaints, providing solutions and alternatives within agreed time limits to enable the best resolution
6. Be an advocate of our products and services
7. Update and maintain customer information within our CRM system
8. Complete basic administration tasks
9. Identification and implementation of business and process improvements
10. Deliver a first-class customer experience
In the future, this role will:
1. Deliver training for new team members to ensure everyone is knowledgeable about best practices and new procedures
2. Create and develop our standard operating procedures to support excellent customer outcomes and efficiencies
3. Make recommendations and drive improvements for increasing customer satisfaction
4. Understand industry best practice
5. Maintain process documents
6. Deepen your knowledge and competence in the finance products appropriate to the role and understand conduct rules, in accordance with the Financial Conduct Authority
Requirements:
1. Previous call centre / customer service experience
2. An extremely high level of professional communication and relationship building skills
3. Confidence speaking to people on the phone with exceptional communication skills
4. Accurate and professional written word
5. Customer complaint resolution skills
6. Ability to multi-task and prioritise your workload
7. Track record of achieving call quality and customer satisfaction
8. Accurate data entry
9. Good knowledge of Microsoft Office, particularly Excel and Microsoft Dynamics (preferable but not essential)
Benefits:
1. Bonus earning potential
2. 25 days holiday + 8 days bank holiday
3. Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
4. Hybrid working policy 2 days from home each week should you want to
5. Car Scheme following passing of probation
6. Private Medical Cover
7. Life assurance scheme
8. Discounts on different retailers
9. Free onsite car parking
10. Onsite nursery with discounted prices
11. Well-being hour each month
12. Discounts on Toyota & Lexus Cars
13. Well-being events
14. Volunteer Days
15. Employee assistance programmes
16. Free fruit in the office
KINTO UK is an equal opportunities employer. We welcome applications from anyone who is excited by the opportunity of joining us and will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
Our Recruitment Process:
At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all. Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to meet your accessibility needs.
Some examples of how we might be able to help are listed below:
1. Providing a copy of interview questions before the interview
2. Organising a time and location that best suits you
3. Allowing additional time for the assessment and interview
We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self. On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.
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