Customer Services Specialist

Job Family: Service Centre - Retail Operations

Job Title: Customer Care Specialist

PURPOSE SUMMARY:
To contribute to the delivery of 'Best in Class’ service by responding to and processing all customer and dealer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through dayto day actions ensure compliance of all regulatory requirements and industry standards. To enhance the brand through continued commitment to the organisation's vision and values.

General Duties:

- Process all in life contract changes for customers including early settlements and voluntary terminations
- Respond to and resolve inbound customer / retailer enquiries; answer all verbal and written enquiries to customer / retailer satisfaction
- Update the Contract Management System accordingly
- Make outbound calls as appropriate
- Maintain retailer relationships including set up of retailers and campaigns, adjusting

and calculation of advance rates, commissions and balance performance incentives
- Ensure Team Leaders are aware of potential issues associated with work queues and

workload backlog
- Meet individual performance targets
- Adhere to formal regulatory processes and policies
- Such other duties as management may from time to time reasonably require.
- Own all customer issues through to resolution
- Work effectively with colleagues in support functions around the business to

maximise customer satisfaction
- Monitor own performance to ensure adherence to targets, deadlines and

procedures
- Participate in department/business projects to generate innovative ideas that add

value
- Continually develop own knowledge and skills to ensure achievement of personal, team and departmental objectives
- Constant focus on the needs of the customer with the aim of providing value driven service

ABILITY AND SKILLS PROFILE:

- Treats customers/dealers with respect adhering to principles of Treating Customers Fairly
- Builds long term relationships with customers/dealers
- Confident in decision making/prioritisation
- Takes ownership of work queues
- Ability to operate upon training, e.g. Contract Management System and workflow management
- Good communication skills - verbal and written
- Good negotiation/objection handling skills
- Adherence to Service Centre team schedule
- Ability to maintain a satisfactory attendance record
- Ability to achieve required performance targets

COMPETENCY/BEHAVIOURAL PROFILE (Person Specification):
Customer focused
- Excellent attention to detail
- Ability to solve problems
- Analytical
- Numerate
- Assertive
- Tenacious
- Establishes appropriate degree of empathy
- Communicates with different audience types to reach mutual goals
- Maintains professionalism in all aspects of communication
- Self-driven, internally motivated
- Puts team and organisations goals above individual goals
- Welcomes and participates in change
- Able to interact with a team members and thrive in a team environment
- Able to interact with the Team Leader, accept feedback and change behaviour based on feedback
- Able to manage customer/dealer expectations
- Demonstrates sense of urgency in terms of meeting service and productivity targets
- Adaptive; can adjust to rapidly changing business environment
- Independent and able to work with mínimal daily supervision

KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:

- Minimum of A levels or equivalent
- 3 years’ experience in a Customer Service position preferred
- Experience in the automotive or consumer finance industry preferred

IT SKILLS PROFILE:

- Excel and Word to Intermediate level
- Workflow management