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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.
