Senior Customer Service Specialist

6 months ago

Slough, United Kingdom Recruit Right Full time

**Job Title**:Senior Customer Service Advisor

**Salary**:£28K

**Location**: Slough

Our Client is a mobility company dedicated to the automotive sector, provides a wide range of services with attractive solutions and competitive rates: rental for all durations, innovative car subscription and electric car sharing, for private individuals and for companies of all sizes.

**The Role**

The role holder will be responsible for working with the Customer Service Manager in supporting and developing our Branch Managers and future growing team of Customer Service Professionals in the delivery of best-in-class service in order to achieve customer satisfaction and departmental objectives.

Responding to and processing customer enquiries and complaints through the provision and collation of timely and accurate information and the completion of all relevant transactions in our rental system.

**Main Duties**
- Support and coaching our Regional Managers and Branch Managers in responding to customer enquiries and complaints.
- Manage escalated complaints in a timely and accurate manner.
- Carry out periodic formal quality assessments and provide appropriate coaching to Branch Managers.
- In conjunction with the Customer Service Manager carry our regular one to one review meetings with the Branch Managers.
- Handle any rental customer queries.
- Monitor that the Customer Service Team and Branches adhere to Companies Rental Policies and Procedures and BVRLA Code of Conduct and standards.
- Identify training needs, prepare training material & deliver to our Branches where required.
- Act as escalation point for Customer enquiries and points of contention in the event they cannot be resolved by Regional Managers / Branch Managers.
- Take customer calls throughout the day.
- Ensure the Customer Service Manager and Network Operations Director are aware of potential customer / branches issues which may result in some form of financial / reputational risks or may be escalated to a member of the Executive Management Team.
- Work effectively as part of the team, remaining approachable whilst recognising and respecting the contributions from others to the business.
- Support the business as a whole to deliver growth and other targets.
- Provide the necessary management information reports to the Customer Service Manager and Network Operations Director.
- Ensure relevant statistical information is produced, collated and analysed on a daily basis to assist in evaluating efficiency and service improvements.
- Decrease turnaround times, streamline work processes and work cooperatively.
- Periodic analysis of Trustpilot and Google reviews. Identify root causes and propose process improvements / action plans to the Management.
- Any other reasonable management request.

**PERFORMANCE MEASURES**
- Feedback from customers
- Individual targets
- Achievement of departmental objectives
- Line manager feedback
- Delivery to quality, time, cost objectives
- Number of recommendations
- Appraisals / 121’s

**DEVELOPMENT AND MENTORING**
- To conduct 121’s with Branch Managers, identifying areas of improvement, offering call coaching and mentoring in areas that require it. To identify and acknowledge members’ individual strengths and nurture skills to the benefit of the team.
- Highlight individuals personal interest in areas of growth and development for the business.

**Qualifications/Experience**
- Attention to detail
- Decision maker
- Innovative
- An interest in or knowledge of cars / vehicles would help
- A clean driving licence would be an advantage
- Fluency in more than one language (in additional to excellent English) would be advantageous as we regularly attend to customers from across the globe
- Prioritisation
- The ability to improve performance through training and development of individuals
- Diligent
- Customer focused
- Establishes appropriate degree of empathy
- Maintains professionalism in all aspects of communication
- Has strength and maturity to support individuals and teams through difficult circumstances
- Able to interact with the Customer Service Manager and Directors, accept feedback and change behaviour based on feedback
- Demonstrates sense of urgency in terms of meeting service and productivity targets
- Independent and able to work with mínimal daily supervision
- A levels desirable
- Experience in the automotive industry preferred
- A minimum of 1 years’ experience in a Senior Specialist / Team Leader position essential
- FCA regulatory / customer duty knowledge preferred
- Excel, Word and PowerPoint to Intermediate level
- Workflow management

**Salary**: £27,000.00-£28,000.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Work Location: Hybrid remote in Slough

Reference ID: JBRR

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