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Customer Support Specialist

1 month ago

Bristol, United Kingdom DiverseJobsMatter Full time

Job Description


About The Role


As a member of the Customer Support Centre (part of the wider Customer Operations department), you will be supporting our customers through the Stopped Allowance process and managing the return of our Vehicles for the more non-standard collections. This is a blended role so the ability to adapt to a variety of tasks is key.


The Stopped Allowance journey for many of our customers is a worrying time, as they may face the possibility of losing their vehicle. Therefore, it is crucial to demonstrate compassion and patience. You will be responsible for making decisions that balance the needs of the customer and the business while maintaining a fair perspective.


In the Asset Recovery element of the role, you will assist in the locating and recovery of customers’ vehicles when they have not been returned through the normal process. This will require investigative skills and the ability to think creatively. You will also be involved in organising the repossession of vehicles and managing relationships with external agents.


Work is a blend of inbound calls and administrative casework and inbox management, and a flexible approach to switching between these skills is essential.


Come and meet some of the team at our drop in sessions which will be hosted on

Wednesday 12th June between 12 –1

Friday 14th June between 1 – 2


About You


  • You will show compassion and patience whilst balancing Customer and Business needs
  • You will be adaptable to work and be comfortable switching between skillsets quickly.
  • You will be enthusiastic about change & comfortable in a fast-paced environment
  • You will be approachable, supportive, and understanding with both your team and other colleagues within the department.
  • You will demonstrate resilience whilst under pressure and be able to solve issues in a logical manner.
  • You will take full ownership of problem and have a can-do approach to resolving
  • You will be confident in proactively supporting and interacting with other areas of the business and external agents.
  • You will have the confidence to explain rationale around any decision making and feel comfortable objection handling tricky situations.


Minimum criteria:


  • Experience of working in a customer focused area, meeting KPI’s and monthly Targets
  • Demonstrate a considerate and empathetic phone manner
  • Ability to influence others via effective communication
  • Basic computer skills including excel/word/powerpoint
  • A proactive and motivated approach to resolving issues first time
  • Desire to learn and improve