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Customer Support Executive
2 months ago
Customer Support Advisor
Location: Pinley House, Coventry/250 Bath Road, Slough
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:
- Provide an exceptional telephone service to all customers, ensuring department service levels are met and that a high-quality service is delivered.
- The job holder will be expected to 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, to include complex enquiries such as financial modifications. Individuals will be expected to use their initiative to find solutions that meet the needs of the customer and to recognise when escalation to management is required.
- Manage the end of contract process to ensure prompt return of all vehicles and pro-actively identify opportunities for extensions or renewals where appropriate. Develop expertise and knowledge in relation to vehicle condition standards to ensure efficient management of end of contact 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. Where necessary 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. You will need to understand and maintain awareness of compliance and ensure that our regulatory obligations are met by following the procedures in place.
- Act on customer feedback by identifying opportunities to improve the overall customer experience, whilst taken into consideration operational efficiencies. Where appropriate identify inadequacies in systems, processes, and internal controls, by providing solutions and recommendations to the Customer Support Manager aimed at improving both customer service and departmental performance.
- Contribute to the creation and subsequent 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.
- Optimise the conversion of new business opportunities, by working proactively in order 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, FCA requirements, FOS rules and regulations, Treating Customers Fairly, disclosure of confidential information, money laundering and liaison with various regulatory bodies.
- 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
Qualifications & experience:
- GCSE/AS/A level or equivalent in Maths and English
- Experience in Customer Services essential and 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 basic level is preferred.
- Knowledge of Contract Hire and Leasing industry - Preferred.
