Customer Service Representative

1 week ago

Datchet, United Kingdom Arvato Full time

About the Role

We are seeking a highly skilled Customer Service Representative to join our team at Arvato. As a Customer Service Representative, you will be responsible for delivering exceptional customer service to our automotive customers. Your primary responsibility will be to assist customers with their finance agreements through multiple channels, ensuring their needs are met with professionalism and care.

Key Responsibilities and Accountabilities

  • Collaborate with the team to deliver a best-in-class customer experience, ensuring "right first time" transaction processing and administration.
  • Provide extensive product and service knowledge, acting as a brand ambassador with integrity to guide, advise, and understand customer needs.
  • Respond to and resolve customer queries related to financial settlements and contract terminations, offering guidance within a regulated framework while nurturing positive customer relationships.
  • Manage the end-to-end customer journey for material changes to finance agreements, coordinating with all relevant parties to achieve resolution.
  • Handle sensitive customer scenarios with empathy, integrity, and transparency, taking ownership of the entire customer journey.
  • Demonstrate strong dispute and objection-handling skills, exploring various options to resolve queries and secure desired customer outcomes.
  • Take ownership of customer concerns, acting as the primary contact and providing direct contact information to build confidence.
  • Serve as an intermediary between customers and appropriate departments to ensure satisfaction.
  • Actively build trust with customers, demonstrating an open and honest approach.
  • Ensure ownership of promises made and follow through on commitments.
  • Provide premium customer service, ensuring fair treatment for all customers, especially those identified as vulnerable or in financial hardship, in line with regulatory and company policies.

Requirements

  • Experience communicating with a high volume of customers to deliver outstanding service, preferably in a contact centre using various channels.
  • Proven experience in a Financial Services regulated environment is preferred; however, candidates with a strong customer service background will be considered, with full training provided.
  • Experience organising and coordinating tasks in a high-volume, detail-oriented, deadline-driven environment.
  • Demonstrated ability to work in a dynamic, fast-paced environment while ensuring high-level customer service to both external and internal customers, recognising the importance of their vehicles.

What We Offer

  • Advisors: 25 days (Plus 3 public/bank holidays which must be taken to cover Christmas day, Boxing Day & New Year's Day)
  • Excellent on the job training and on-going core skills development
  • Life assurance and access to a company pension scheme (after qualifying period)
  • Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less
  • An employee assistance programme to ensure your wellbeing
  • Monthly employee-voted awards to recognise your achievements
  • Unique career opportunities within this client partnership

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