Senior Customer Service Executive

4 weeks ago

Stockport, United Kingdom Lloyds Banking Group Full time

End Date

Salary Range

Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

Senior Customer Service Executive

**Job Description**:
Transport is a key part of both Consumer Lending and Group Chief Operating Office, the largest divisions in Lloyds Banking Group. We help our customers by fulfilling their mobility needs through both the Lex Autolease and Black Horse brands by providing cars, vans, caravans and motorbikes and/or the finance for them.

We strive to deliver customer service excellence that responds to constantly evolving customer needs. If you’re curious, capable, driven and adaptable - then we want to hear from you.

We’re recruiting for a Senior Customer Service Executive who will be responsible for providing excellent service delivery to our Corporate customer base. In this role, you’ll be responsible for providing sales and customer service support to Corporate customers for designated accounts.

You will lead the customer relationship, carrying out specific tasks that make the best use of your individual skills (in line with business needs) to help the wider department, these will include coaching and colleague training.

Other Responsibilities:

- Have a good understanding of your customers satisfaction scores (CSAT and Driver Surveys) and participate in action plans designed to improve them
- Proactively drive curious initiatives, designed both to enhance the customer journey and experience
- Supporting the Customer Relationship Manager in their customer strategy, sharing knowledge and building sales plans in alignment, whilst maintaining all supporting documentation
- Involvement in adhoc departmental projects which impact across the department’s teams
- Evidence compliance with regulatory and legislative requirements including TCF principles, promoting the fair treatment of customers in decisions and actions undertaken
- Proactively manage the vehicle renewal system to reduce overdue contracts and support fleet retention
- Maximise opportunity and conversion through effective customer conversations
- Build strong credible relationships with your customer base and internal Customer Relationship Managers
- Actively promote and drive increased utilisation of all digital customer journeys on the Lex Autolease Portal
- Support customers with any challenges faced when producing reports via the self-serve functionality
- Develop a good understanding of employee tax legislation, car policies and procedures and be able to explain these at driver and fleet manager level

Each customer account offers different challenges and opportunities bringing variety to workloads. In addition vast opportunities to release your inquisitive nature to continuously challenge and enhance our customer experience. The ability to build strong, long lasting relationships with both internal and external stakeholders is critical to the role and a key driver to its success.

You’ll need to be confident managing customer queries via the telephone, aiming to resolve where possible at first point of contact.

In return, the role will provide the opportunity to learn new skills and to work in a fast paced but collaborative work environment. You’ll be part of an encouraging team who work in a variety of flexible ways to accommodate work-life balance. We have a truly inclusive culture and greatly value the diversity of thought to really make a difference for our customers.

In return for your expertise, what will you get from us?

You’ll enjoy the benefit of a hybrid working style, flexing between working from home and the office hub in Cheadle (please note your first three months could be office based due to training). We recognise that in order to attract the best people we need to be flexible - we know that ‘normal’ office hours aren’t always doable Whilst we can’t accommodate every flexible working request, we are always open to conversations around working patterns.

We'll provide an initial cash package of c£24,111 comprising a full time equivalent basic salary of c£23,184 and a Flex cash pot of £927.

And there's also an annual bonus opportunity of up to 10% of salary (up to c£2,411) each year.

If you want to be part of an inclusive, values-led culture that celebrates diversity and equal opportunity - then we look forward to hearing from you.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all

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