Customer Support Advisor

4 weeks ago

Coventry, United Kingdom Adecco UK Full time

**Primary purpose of the role**:
The primary purpose of this role will be to manage all customer contact and enquiries associated with the end of contract process delivering a high standard of customer service. The job holder is required to handle telephone enquiries and to administer all customer requests using an in-house contract management system. The job holder will be expected to use their initiative in identifying robust solutions for customer requirements and to identify renewal opportunities to enhance revenue.

All duties performed respecting F2ML service objectives whilst maintaining quality standards and customer expectations.

**Main responsibilities**
- Provide an efficient and effective telephone service to all customers, ensuring department service levels are met and that a high quality service is delivered.
- The job holder will be expected to understand customer requirements and provide suitable solutions that are consistent with relevant company processes and procedures, whilst focusing on customer retention and identifying renewal opportunities.
- Administer all customer requests during the end of contract using an in-house contract management system, to include complex enquiries such as financial modifications. Individuals will be expected to use their initiative to find solutions that meet the needs of the customer and to recognise when escalation to management is required.
- Manage end of contract process to ensure prompt return of all vehicles and pro-actively identify opportunities for extensions or renewals where appropriate.
- Develop expertise and knowledge in relation to vehicle condition standards to ensure efficient management of end of contact charges and associated enquiries
- Respond to complex or difficult enquiries both verbally or by providing tailored written responses, ensuring all possible solutions to avoid customer dissatisfaction are considered. Where necessary report and feedback dissatisfaction or complaints respecting relevant company procedures Happiness Respect Transparency Delivery Creative Thinking.
- Maintain a current and comprehensive knowledge of products, procedures and systems to act as a centre of expertise for customers, the dealer network, key suppliers and internal departments. You will need to understand and maintain awareness of compliance and ensure that our regulatory obligations are met by following the procedures in place.
- Listen to customer feedback and identify opportunities to improve the overall customer experience, whilst taken into consideration operational efficiencies. Make recommendations to management to drive process improvement changes.
- Build and maintain relationships with the dealer network, field sales teams and other internal departments.

**Working environment**

This role is within a call centre and administration environment where deadlines are largely determined by the workflow and departmental targets. The demands of customers and the urgency of the needs of the sales teams and dealer network will create a challenging working environment. In addition, the jobholder will be required to ensure that all actions adhere to internal policies and external regulation and will need a thorough knowledge of all leasing products, related services and of the relevant current FCA and FOS rules and regulations.

**Qualifications & experience**:
Professional qualifications, vocational training, education level:
> GCSE/AS/A level or equivalent in Maths and English

Previous experience required:
> Experience in Customer Services essential and within a call centre environment desirable

> Desirable to have knowledge and experience of administering leasing products

> Excellent communication skills required - ability to communicate both verbally and in writing

> Strong numeric and analytical skills with meticulous attention to detail

Person characteristics required:
> Effective communication skills; ability to liaise and communicate with external customers,

suppliers and internal departments at all levels

> Ability to prioritise and multi-task

> Ability to work well in a team environment

Please note this advert will be closed when a suitable applicant is found.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

To speak to a recruitment expert please contact Jessica Rees-Evans

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