Part Time Customer Service Advisor

4 months ago

Portsmouth, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time

**PURPOSE OF THE ROLE**

There is no ordinary day in this contact centre role. As the first point of contact, you may be helping drivers on the phone to order a car, book a service or arrange delivery of a vehicle, while juggling a busy inbox and watching out for web-chat questions. This means you will need to think on your feet, follow process carefully while remaining full of energy

You will be part of team who look out for each other, so it makes sense that you are good at building relationships. That extends to our drivers too, they need to feel that you are taking accountability for their issue, so while we target you on how many contacts you have handled, we will also take account of how you take ownership of a problem, use your initiative and see it through to the end. Administration work, including updating our CRM accurately and maintaining spreadsheets will therefore be required.

Your Supervisor will support you day-to-day alongside targeted coaching to help you be the best advisor you can be.

You will draw upon your customer services experience to handle difficult situations and find ways to make each interaction with our drivers delightful.

**KEY RESPONSIBILITIES**
- Work across multiple accounts when required and across the entire driver journey
- Take a lead in supporting all types of queries with our drivers
- Become an advocate of our products and services
- Review customer reporting, identifying and correcting errors or exceptions
- Updating and maintaining our CRM system with customer information
- Book service, MOT and repair requests with our garage network
- Complete basic administration tasks such as logging and posting fuel cards
- Investigating and resolving customer complaints
- Identification and implementation of business and process improvements

**Requirements**:
**ESSENTIAL SKILLS**
- Excellent commitment and engagement with the business
- Enthusiasm for doing what is right for the customer
- A high level of professional communication and relationship building skills
- Advanced customer complaint resolution skills
- Exemplary productivity and adherence to KPIs and targets
- Accurate data entry
- Ability to multi task and organise your workload

**DESIRABLE SKILLS**
- Experience within a Contract Hire or Fleet Management business, or the motor trade
- Good knowledge of Microsoft Office, particularly Excel and Outlook
- Ability to learn and master in house systems quickly

**KEY ATTRIBUTES**
- Like talking to customers on the phone
- Have a can-do-attitude which never flags
- Don’t give up easily and take pride in getting things right first time
- Enjoy achieving SLA and targets
- Can resolve tricky issues and still keep smiling
- Learn from feedback quickly and positively

**Benefits**
- Starting salary of £25,000 FTE - £10,000 per annum at the part time rate of 15 hours per week
- Annual 5% bonus
- A fantastic pension starting at 4% employee contribution, with the company putting in 11%. This can increase to employee putting in 6% with the employer putting in 15%.
- Retail discounts
- Private Medical Cover
- Car scheme after passing probation
- 25 days holiday + bank holidays per calendar year
- Holiday Carry Over
- Purchase an additional 5 days holiday per year
- Free onsite car parking
- Wellbeing hour each month
- Discounts on Toyota & Lexus cars
- Life assurance scheme
- Employee assistance programmes
- Hybrid Working Policy - 1 days WFH per week should the employee want to after probation
- Enhanced maternity & paternity benefits
- Wellbeing events
- 8.00am to 4.30pm
- 8.30am to 5.00pm
- 9.30am to 6.00pm.

**OUR RECRUITMENT PROCESS**

At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

For this role we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

Some examples of how we might be able to help are listed below:

- Providing a copy of interview questions before the interview
- Organising a time and location that best suits you
- Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.

On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.

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