Customer Service Advisor

5 months ago

Bristol, United Kingdom ALD Automotive Full time

In May, we finalised our acquisition of LeasePlan, making us the global leader of our industry. Our combined size means we can lead the switch to electric and supercharge our ability to offer many more customers wider choice and better prices for their mobility needs.
For us to be successful, we’ll continue investing in innovation and technology, sustainable solutions, state of the art digital capability and, of course, our people With exciting times ahead, we are delighted you are showing an interest in pursuing your career with us.

**Key Purpose/About the role**

The ALD Automotive Customer Service function provides market leading Customer Care capability to ALD Customers, whether Fleet Managers, Drivers or Dealer & Broker Partners. Providing expert Customer Care for both the ALD brand and our White Label and Banking Partners, the Customer Service function is crucial to protecting and growing the ALD brand within the UK market. The Corporate Care department is committed to enabling business retention and growth, by providing excellent levels of service. This is achieved by building strong customer and stakeholder relationships and developing team members with knowledge of the industry, along with a passion to deliver for our customers.
- To provide 1st Line Care for the Fleet Managers of ALD’s Corporate, Public Sector and Banking partnerships, providing reactive and proactive support, delivering a market leading customer experience.
- To work collaboratively with key colleagues within the customer support team to ensure customer needs are met through the delivery of administrative and processing support (including Quote/Order/Purchase) to appropriate accuracy, quality and delivery to SLA.
- To develop relationships with Fleet Managers to enable delivery of commercial performance through the delivery of successful renewals performance, increased penetration of ALD within Customer Accounts and increased uptake across ALDs products and services portfolio.

**Summary of Responsibilities**
- Act as the key point of contact for the Customer Care needs of Fleet Managers across a portfolio of accounts, working both re-actively and proactively to own and resolve issues, providing a Market Leading Customer Experience
- Develop knowledge and expertise in relation to products, process and systems to enable maximum effectiveness in role
- To work closely with colleagues across 2nd Line Service to develop a strong understanding of the specific needs of the customer to ensure we deliver their requirements, to a high quality standard and within agreed SLAs
- Work closely with colleagues across Field Sales to develop a strong understanding of the specific needs of the Customer, attending Customer visits where appropriate, to ensure we deliver to their requirements
- Proactively manage the renewals process across a portfolio of accounts, seeking solutions for customers whilst driving commercial performance and seeking opportunities for further account penetration (including keeping renewals database up to date)
- Develop strong relationships with Fleet Managers and work (in collaboration with Account Managers) to increase product penetration across ALD’s full product portfolio
- Ensure that all actions undertaken meets our TCF (Treating Customers Fairly) obligations and where issues arise that these are flagged to the Customer Support Leadership team.
- Act responsibly at all times, including ensuring compliance training is completed to time, documentation is completed in a compliant fashion and procedure manuals kept up to date.

**Skills and Experience**
- Previous experience within a Customer Service environment
- Experience operating in a Corporate or B2B environment
- Excellent communication skills: written, verbal, report writing and presenting
- Excellent time management, planning, organisational skills
- Self-motivated with the ability to take ownership
- Highly competent in Microsoft
- Develops others by sharing own experience and expertise
- Don’t meet every single requirement? However excited by the prospect of working with us, as you offer most of the skills and experience, we are looking for. Then please go ahead and apply, you could be just what we need_

**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
Excellent CSR agenda - Ecovadis certification
Travel Insurance (cost associated)
Dental Insurance (cost associated)
Flexible working options available
Study support (where applicable)
Access to Re:lease Colleague Car Scheme
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
Free breakfast / fruit
EV charging points, bike storage, shower & changing facilities and car parking (limited)
Progressive / collaborative culture

**Why ALD Automotive?**
ALD

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