The primary purpose of this role will be to manage all customer contact and enquiries throughout the duration of the contract, whilst delivering a professional high standard of customer service.
The job holder is required to handle telephone enquiries and to administer all customer requests using an in-house contract management system.
The job holder will be expected to use their initiative in identifying robust solutions for customer requirements and to identify renewal opportunities to enhance Leasys revenue.
All duties performed respecting Leasys service level objectives whilst maintaining quality standards and customer expectations.
Main responsibilities include:
* Provide an exceptional telephone service to all customers, ensuring department service levels are met and that a high-quality service is delivered.
* Understand customer requirements and provide suitable solutions that are consistent with relevant company processes and procedures, whilst focusing on customer retention and identifying renewal opportunities.
* Manage all customer requests during the life of the contract using an in-house contract management system, including complex enquiries such as financial modifications. Use initiative to find solutions that meet customer needs and recognize when escalation to management is required.
* Manage the end of contract process to ensure prompt return of all vehicles and proactively identify opportunities for extensions or renewals where appropriate. Develop expertise in vehicle condition standards to ensure efficient management of end of contract charges and associated enquiries.
* Drive the NPS survey by recommending customers when liaising on the telephone or via email to enable positive promoter feedback.
* Manage complex or difficult enquiries both verbally and by providing tailored written responses, ensuring all possible solutions to avoid customer dissatisfaction are considered. Report and feedback dissatisfaction or complaints respecting relevant company procedures.
* Maintain a current and comprehensive knowledge of products, procedures, and systems to act as a centre of expertise for customers, the dealer network, key suppliers, and internal departments. Ensure compliance with regulatory obligations by following established procedures.
* Act on customer feedback by identifying opportunities to improve the overall customer experience, while considering operational efficiencies. Identify inadequacies in systems, processes, and internal controls, providing solutions and recommendations to the Customer Support Manager aimed at improving customer service and departmental performance.
* Contribute to the creation and implementation of new initiatives with the objective of improving revenue, efficiencies, and customer satisfaction.
* Build and maintain relationships with the dealer network, field sales teams, and other internal departments.
* Optimize the conversion of new business opportunities by working proactively to increase renewal opportunities.
* Increase the penetration of additional value-adding products/services through effective modelling and presentation of quotations and identifying upselling opportunities.
* Undertake regular training to maintain awareness of compliance with various statutory and regulatory requirements, including FCA requirements, FOS rules and regulations, Treating Customers Fairly, and money laundering.
* In the absence of team colleagues, provide a seamless customer experience for all customers.
* Undertake ad-hoc duties as required by the Leasys Customer Support Manager or Head of Customer Support.
The ideal candidate will have:
* GCSE/AS/A level or equivalent in Maths and English.
* Experience in Customer Services essential; experience within a call centre environment desirable.
* Desirable to have knowledge and experience of administering leasing products.
* Excellent communication skills required – ability to communicate both verbally and in writing.
* Strong numeric and analytical skills with meticulous attention to detail.
* Ability to use Excel at a basic level is preferred.
* Knowledge of the Contract Hire and Leasing industry is preferred.
* Effective communication skills: ability to liaise and communicate with external customers, suppliers, and internal departments at all levels.
* Ability to prioritise and multi-task.
* Good communication skills, written and verbal.
* Ability to use own initiative.
* Able to work to deadlines.
* A team player.
Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability or gender identity. Stellantis is also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, which recognizes organizations that pledge, demonstrate, or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply.
Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Customer Service
Industries
Motor Vehicle Manufacturing
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