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Driver Resolution Specialist

2 months ago

Watford, Hertfordshire, United Kingdom Lloyds Banking Group Full time
About this Opportunity

We're seeking a skilled Driver Resolution Specialist to join our team at Lloyds Banking Group. As a key member of our Resolution Team, you'll play a vital role in supporting and managing driver complaints, ensuring timely and effective resolutions.

Key Responsibilities:

  • Provide support to Resolution Managers to enable them to respond to drivers within set SLA's
  • Respond to drivers who have provided feedback on Feefo
  • Acknowledge newly submitted complaints with the driver, providing contact name and details of Resolution Manager who will be dealing with the case
  • Complete KPI reports, monthly reports for service supplier KwikFit on NPS and CSAT scores
  • Analyse data to determine complaint root cause and document findings
  • Continuously improve our driver experience by analysing data from complaints and feedback
  • Provide support to our drivers via a triage process by making outbound calls to drivers who have provided negative feedback in customer satisfaction surveys or Trustpilot reviews

Requirements:

  • Excellent written and verbal communication skills
  • Previous customer service experience is essential
  • Excellent attention to detail
  • Previous experience of dealing with complaints

About working for us

We're an award-winning car leasing company providing company car and tax-efficient car benefit schemes since 2009. We take pride in helping organisations offer their employees a car that will have less impact on our environment, supporting planet-positive mobility and a brighter more sustainable future.

We offer a wide-ranging benefits package, which includes:

  • A generous pension contribution of up to 15%
  • An annual performance-related bonus
  • Share schemes including free shares
  • Benefits you can adapt to your lifestyle, such as discounted shopping
  • 22 days' holiday, with bank holidays on top
  • A range of wellbeing initiatives and generous parental leave policies

If you're excited by the thought of becoming part of our team, get in touch.