This position is responsible for providing a top-class customer experience throughout the customer journey within the Customer Services Team, reporting directly to the Customer Services Team Leader. The role requires a strong commitment to clearly defined responsibilities and consistent alignment with the company's values and behaviours.
Key Responsibilities
* Deliver outstanding customer service, maintaining the highest standards at all times.
* Process customer service tasks, ensuring all actions are completed within required timeframes:
* Collect daily rental payments via direct debit.
* Send welcome letters and other correspondence to customers.
* Ensure timely completion of CCA regulatory statements for customers.
* Keep customer details up to date and accurate based on provided information.
* Issue finance settlement quotes efficiently, meeting departmental KPIs.
* Handle all customer queries in a professional and efficient manner.
* Adhere to FCA regulations for processes such as early termination, the unwind process, and vehicle finance cancellations.
* Log all customer interactions accurately and promptly in the system.
* Complete and send files to Credit Reference Agencies by set deadlines.
* Submit daily asset registration files to relevant bureaus to secure company assets, updating records as needed.
* Address customer requests and queries promptly across various communication channels.
* Maintain accurate customer data, adhering to GDPR and Data Protection regulations.
* Attend training sessions (internal and external) to stay updated on operational, regulatory, and compliance guidelines, as well as legislative changes.
* Provide timely and accurate reporting while monitoring departmental trends.
* Work collaboratively with team members and other departments to ensure high service levels, maintain positive relationships, and contribute to shared objectives.
Operating Hours
* 35 hours per week, with flexibility required to cover trading hours. Typical shifts span 5 days per week, including weekends as agreed with the line manager.
* Business hours:
* Monday to Friday: 8 am - 8 pm
* Saturday & Sunday: 9 am - 6 pm
Required Knowledge and Experience
Business Experience:
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
* Flexibility to work outside standard hours, including bank holidays and weekends, as needed.
* At least 3 years of experience in a Customer Services Administrator or similar role.
Values and Behaviours:
* A positive attitude focused on continuous improvement.
* An open and transparent communication style.
* Flexibility and adaptability.
* High attention to detail, with strong numerical and analytical skills.
* A collaborative and supportive team player