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This position is responsible for delivering a best-in-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 values and behaviours of the company.
Key Responsibilities
- Deliver exceptional customer service, maintaining best-in-class standards at all times.
- Process customer service tasks, ensuring all actions meet required timescales:
- Collect daily rentals via direct debit.
- Issue welcome letters and other correspondence to customers.
- Ensure timely completion of CCA regulatory statements to customers.
- Keep customer details updated and accurate on the system, reflecting any provided information.
- Issue finance settlement quotes efficiently, as per departmental KPIs.
- Handle all customer queries professionally and efficiently.
- Adhere to contractual processes aligned with FCA regulations concerning early termination, the unwind process, and vehicle finance cancellations.
- Ensure all customer interactions are logged accurately and promptly on the system.
- Complete and send necessary files to Credit Reference Agencies before deadlines.
- Submit daily asset registration files to relevant bureaus to secure company assets, updating records as required.
- Address customer requests and queries promptly and consistently through various communication channels.
- Maintain accurate customer data in compliance with GDPR and Data Protection requirements.
- Attend internal and external training sessions to keep current on operational, regulatory, and compliance guidelines, along with any relevant legislative changes.
- Provide accurate, timely reporting and monitor departmental trends.
- Work collaboratively with team members and other departments to ensure high service levels and maintain positive relationships, contributing to shared objectives.
Operating Hours
35 hours per week. Flexibility is required to cover trading hours, with typical shifts spanning 5 days per week, including weekends when agreed with the line manager. Business hours are as follows:
- Monday to Friday: 8 am - 8 pm
- Saturday & Sunday: 9 am - 6 pm
Required Knowledge and Experience
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Business Experience
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Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
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Flexibility to work outside standard hours, including statutory holidays and weekends, as required.
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Minimum of 3 years' experience in a Customer Services Administrator or similar role.
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Values and Behaviours
- Positive attitude focused on continuous improvement.
- Open and transparent communication style.
- Flexibility and adaptability.
- High attention to detail with strong numerical and analytical skills.
- A collaborative team player.
