Customer Support Advisor

3 months ago

Trowbridge, United Kingdom Novuna Full time

Are you passionate about phenomenal customer experiences? Do you have excellent organisation skills? Do you have good problem-solving skills?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Vehicle Solutions, we're passionate about building a better tomorrow. Which is why we're lighting the way in the electric vehicle revolution. From family cars to HGVs, we're helping customers of all kinds on their journey to carbon-free mobility.

We're proud to be a **Top 50 Inclusive employer. **We're a signatory of the **Women in Finance** and the **Race at Work Charter** and we're **Disability Confident Committed**.

What does the role involve?

Reporting to the Downtime Team Lead, you'll work as part of the Incident Management team and play an important part as the voice of the customers when their journey doesn't go to plan. A vehicle may be involved in a breakdown, and it's your team's role to ensure our breakdown partners get the customer back on the road as soon as possible. Once you have completed your induction and training in our Trowbridge office, you'll be able to work from home 3 days a week.

Please note this role is known internally as an Incident Management Controller.

**Some of your key duties will include**:

- Ensuring events are managed correctly to help the operational teams update the customer with the progress of their repairs
- Investigating any service failing and helping to resolve customer complaints
- Dealing with customers and suppliers regarding breakdowns and incidents
- Supporting internal teams within operations with any breakdown-related queries

What are we looking for?

You're passionate about great customer service and thrive on helping get problems solved. You enjoy multitasking with a key eye for detail. You like to structure your day to be organised as well as work in a flexible way to prioritise tasks when required.

Also, we're looking for the following:

- Ability to work on your own initiative
- Solution-oriented, and able to think outside of the box
- IT literate, Excel
- Team player

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a **chance to make a difference, opportunities to learn, and time to shine**.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

- Flexible hybrid working
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What's the next step?

We're **Disability Confident Committed**, so if you're a person with a disability, if you're neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we'll be happy to make reasonable adjustments to our processes for you.

**#LI-Hybrid

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