Customer Excellence Senior Advisor

Client Overview:

Our client is a leading provider of vehicle leasing services across the UK. With exciting commercial backing, they continue to deliver exponential growth year on year and are looking to growth and strengthen their hugely successful and motivated teams. As an award-winning business, they offer a fantastic set of benefits and opportunity for development.

Overall Objective and Scope:

The purpose of this team is to provide the highest level of office-based service to the contacts of account managed customers, supporting the field-based Account Development Managers (ADMs) with their customer needs. The successful candidate will be responsible for supporting ADMs and their customers as an office-based point of contact. Utilising their relationship skills and extensive knowledge to exceed customer expectations. Maximising on proactive service delivery and value add solutions. Owning complex and sensitive situations.

Key Duties and responsibilities:

Customer Service

• You are results focused and understand what’s required to deliver service levels and KPIs.
• Assisting with the post implementation stage of an account’s life, ensuring that processes are embedded in a positive and efficient way serving all parties.
• Responsible for all interactions in the team (inbound/outbound)
• Own all interactions through to completion, chasing responses internally and externally where needed.
• Respond to all interactions articulately and professionally, providing all the information required first time.
• Always puts themselves in the customers shoes to see things from their perspective.
• Take on delivering difficult messages, using each opportunity to explain and educate.
• Uphold continuous improvement by reviewing actions and what could be done better.
• Champions and is empowered in first contact resolution (FCR).
• Take responsibly to find out if you don’t know the answer.
• Make calls instead of sending emails in the first instance where possible.
• Manage both internal and external systems, keep information accurate and up to date.
• Flexible to take on bespoke and ad hoc on tasks allocated by Line Manager.
• Co-ordinate multiple team responses to give a holistic response where required.
• Develops self in marketing leading, latest customer service skills.
• Responsible for complex, demanding customer cases.
• Responsible for initial customer complaint investigations.
• Escalates issues quickly to relevant ADM.

Relationship management

• Build and maintain the strongest, most professional relationships with colleagues and customers (particularly solid relationships with ADMs, Resolutions, Line Manager, Drivers Support and other team Supervisors)
• Pride yourself on being respectful to customers and colleagues.
• Be a role model when dealing with customers and colleagues.
• Be comfortable with the uncomfortable and stay calm and in control when dealing with difficult situations.
• Thrive being part of team and deliver what is required.
• Ask for and respond positively to all feedback provided.
• Give developmental and constructive feedback to colleagues.

Finance & Legal

• Ensure compliance with GDPR guidelines.
• Always ask security.
• Check the accuracy of your own work before confirming or sending anything.

Business Growth

• Understand the key business metrics and how you impact them.
• Understand the department metrics and how you impact them.
• Direct any opportunities to the relevant specialist teams.
• Believe in the Customer Experience and Journey and work to do the right thing for our drivers.
• Share continual improvement observations and ideas.
• Share and implements continual improvement observations and ideas.
• Update own team and other teams with customer changes and feedback.
• Coach Driver Support with call and case handling.
• Produce reports and summaries of concerns or risks, or customer scheme KPIs, performance and satisfaction.

Person Specification:

• Excellent verbal and written communication skills.
• Polite and professional telephone manner.
• Proactively looks for how to do the best job.
• Asks questions to gain further context and impact.
• Self-starter with high skill levels of organisation and time management.
• Thrives when working as part of a team.
• Ability to flex and prioritise to meet varied business pressures.
• High accuracy levels and attention to detail.
• Confident in handling conflict.
• Ability to train and explain how to others.

Values:

Upholds the companies value for working in aforward-thinkingmanner, delivering results throughintegrity and the use ofrespect.Workssmartto improve the future businessas an individual and through great teamwork.