Customer Service Advisor

3 weeks ago

Bristol, United Kingdom ALD Automotive Full time

ALD is uniquely positioned as an international organisation which has kept its Bristol-based family roots. We are proud to be part of the international French financial services firm, Société Générale, and to uphold the highest ethical and regulatory standards.

ALD Automotive is the leading vehicle leasing operation in Europe, managing over 1.6 million vehicles across 43 countries. Within the UK, ALD has a portfolio of over 150,000 leased and fleet managed vehicles, and is a market leader in innovation and service quality. A fully owned subsidiary of Société Générale we are global leaders in mobility solutions providing full service leasing and fleet management services, Ranked #3 Worldwide and #1 in Europe by number of contracts under management.
Through our Move 2025 strategy, we will become the global leader in our industry. That means investing in innovation and technology, sustainable solutions, state of the art digital capability and OF COURSE OUR PEOPLE

If you come to work for ALD, you’ll be part of this exciting journey.
Are you looking to take the next step in your career?
Are you looking for an exciting challenge, with plenty of growth opportunity?

**_ The ALD Automotive Customer Service function provides market leading Customer Care and Support to ALD Customers, whether Fleet Managers, Drivers or Dealer & Broker Partners. Providing expert Customer Care to both the ALD brand and for our White Label and Banking Partners, the Customer Service function is crucial to protecting and growing the ALD brand within the UK market._**

**_ We're delighted, as a result of a recent manufacturer partnership, to be driving forward a recruitment campaign to increase headcount across many of our customer facing teams with this being one of a number of opportunities_**

**Key Purpose**
- Contribute to the achievement of the company’s objectives, by successful delivery of best in class service to customers, dealerships and broker partners ensuring all expectations are met.
- To manage high volume incoming telephone communication on behalf of Drivers, Dealerships & Brokers, showing initiative in resolving queries with a focus on quality of service and first time resolution.
- To ensure that all tasks within Driver Care and Dealer Services are completed with a high degree of accuracy to help support the business’ commercial objectives.

**Summary of Responsibilities**
- Work towards personal and company SLA, KPI and Quality Targets
- Develop and maintain a comprehensive understanding of ALD’s products, multiple business channels and business processes/systems ensuring customer requirements are responded to within specified service level.
- Ensure documentation all call information according to standard operating procedures.
- Ensure a comprehensive knowledge and understanding of finance products.
- Develop and maintain a detailed knowledge of each department’s key responsibilities and functions and develop effective working relationships that ensure positive outcomes for the customer.
- Proactively look for opportunities to improve service delivery and customer satisfaction then make suggestions as appropriate ensuring line manager is fully informed of any issues which may impact the business.
- Undertake training to pass any reasonable qualification that maybe required as part of your role due to legislative requirements

**Essential Criteria**
- Previous experience within a telephone based customer service role
- Excellent communication skills: both written and verbal.
- Excellent time management, planning, organisational skills
- Self-motivated with the ability to prioritise client requests
- Highly competent in Microsoft including MS Excel
- Develops others by sharing own experience and expertise

**What we can offer **
Generous contributory pension scheme
25* days holiday, in addition to Bank Holidays
Volunteering days to assist in charity work/CSR Initiatives
An excellent CSR agenda - Ecovadis Certification
Flexible working options available
Study Leave where applicable
Enhanced parental leave
Occupational Health Programme
Introduction bonuses for referring an Employee or Customer
Access to LinkedIn Learning/time towards to your CPD
Cycle2work Scheme
EV charging points, bike storage, shower & changing facilities and car parking (limited)
Progressive/collaborative culture
- Don’t meet every single requirement? However you are excited by the prospect of working with us as you offer most of the skills or experience we're looking for? Then please go ahead and apply, you could be just what we need _

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