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Order and Delivery Customer Service Advisors
4 months ago
DO YOU WANT A ROLE WHICH IS NEVER BORING AND WHERE YOUR INPUT IS VALUED
LOOK NO FURTHER OUR CLIENT NEEDS YOU
Our client is an award-winning company who provide a popular car leasing schemes to individuals and companies. With over 900 customers they are currently undergoing a recruitment drive.
Our client is based in a fantastic location (Watford area) and free buses are provided from Watford Train station to their premises
We are currently recruiting for Order and Delivery Advisors (telephone and systems input work) to support an exisiting team. Whilst during the temporary assignment you may not be required to fulfill all of the duties below, once you become permanent thefull role is as follows:
**TEAM PURPOSE**:
The efficient and effective management of our order bank, from new order placement with our dealer network, to the successful delivery of the new cars to our drivers.
**ROLE PURPOSE**:
To support our drivers by delivering the best service, through knowledge, education and passion to do the right thing, always putting the driver and their experience first.
**CUSTOMER SERVICE**:
- Takes full accountability for the work and service you deliver, striving to exceed KPIs and SLAs
- Responsible for all inbound and outbound interactions in the team
- Owns any interaction through to completion, proactively chasing responses internally and externally where needed to complete a task
- Responds to all interactions articulately and professionally, providing all the information required first time
- Always puts themselves in the drivers shoes to see things from their perspective
- Takes time to understand the drivers needs
- Able to deliver difficult messages, using each opportunity to explain and educate
- Continually reviews what you are doing to look to make improvements
- Champions and is empowered in first contact resolution (FCR)
- Takes responsibly to find out if you don’t know the answer
- Management of internal and external systems, keeping information accurate and up to date
- Is flexible to take on bespoke and ad hoc on tasks allocated by Line Manager
- Co-ordinates multiple team responses to give a holistic response where required
- Demonstrates an ability to resolve complaints and difficult enquiries with first interaction
- Assist with team training
**RELATIONSHIP MANAGEMENT**:
- Builds and maintains strong, professional relationships with colleagues and drivers
- Prides yourself on being respectful to internal and external people
- Is a role model when dealing with drivers
- Stays calm and in control when dealing with difficult situations
- Thrives being part of team and does what is asked
- Asks for and responds positively to all feedback provided
- Gives developmental and constructive feedback to colleagues
**PERSONAL SPECIFICATION**:
- Excellent verbal and written communication skills
- Polite and professional telephone manner
- Proactively looks for how to do the best job
- Inquisitive natures which asks questions about context and impact
- Manages self with strong organisational and time management skills
- Thrives when working as part of a team
- High accuracy levels and attention to detail
- Confident in handling conflict
**BENEFITS**:
Wide range of benefits including: From day 1
- 25 days holiday
- Pension - auto enrolled after 3 months 3% ER, 5% EE contribution
- Death in service - 4x salary
- Free eye tests
- Gym discount on the park
- Refer a friend scheme - up to £1k for successful recruitment referral
- Friends with benefits - up to £1k for a successful business referral
- Vectis card - discounts on various shopping deals
- Perkbox - same as Vectis card
- Free bus service from Watford train station to Croxley Park
- Daily fresh food baskets (after COVID)
- Christmas party
- Annual Away Day in the summer
On completion of probation
- Discretionary bonus scheme based on performance
- Private medical cover
- Cycle scheme
- Eligible for company car leasing scheme
