Customer Service

**Service Event Controller**

**Full Job Description**

We have an exciting opportunity for a Service Event Controller to join our team.

Our purpose is to use the power of our; exceptional people, wide industry expertise, our empathetic approach to customers in order that we can contribute to the Rivus Customer Experience journey.

Reporting to the Customer Services team Manager, you will be responsible for delivering an efficient and professional service to all Rivus customers in completion of daily assigned duties across Customer Operations. Service Event controllers are responsible for supporting Rivus in the delivery of agreed service level agreements and provision of a brilliant customer experience. You as a team player who takes real pride in their work, you’ll be prepared to go the extra mile to ensure the job is done effectively.

What you’ll do Take full Responsibility & Accountability for the aspects operational activity that are assigned to the role as required.

**By**:

- Excellent customer service and communication skills
- Drive for final resolution to reduce our customers Vehicle off road time (VOR)
- Can demonstrate experience of communication skills and working in a customer service environment.
- Enjoy administration and be able to demonstrate attention to detail
- Can follow set process to complete tasks
- Able to handle multiple tasks and be excellent at multi skilling
- Able to work both on own initiative and as part of a team to complete work in the required time frame
- Self-motivated and requiring little supervision once trained
- Proactive and organized
- Ensure that the work they produce, and the advice they provide meets the quality standards and is in line with local business process requirements.
- Keep up to date with Mandatory Training, documented procedures and, if necessary, refer to the Customer service team Manager for guidance.
- Demonstrate a flexible approach in performance of their work within Rivus and assist with appropriate level of assigned duties relevant to their skills.
- Be responsive to any request to cover any shortfalls in shift rotas by means of volunteering to cover.
- Work at all times in accordance with Rivus /Rivus Safety Policy and legal requirements.
- Actively participate in team meetings and Continuous Improvement, including updating their team’s performance board, adhere to the Workplace Organisation 5S guidelines, and contributing to Continuous Improvement problem solving sessions.
- Assist with training new team members or multiskilling colleagues.
- Ensure interactions with customers and colleagues are respectful and courteous. Conduct yourself with pride, honesty and integrity in order to represent Rivus in a professional way in line with the Rivus Values. Play a part in creating a fun and social environment.

**Desired Key Skills**
- Have knowledge of the Fleet industry and/or Rivus Fleet Solutions’ customers.
- Knowledge of using lean CI to create and use standard working practices that add value to the customer experience.
- Have worked in a team that has multiple tasks and plans workflow
- Have an investigative approach to ensure resolution for our customers.

**Key behaviours**
- Have an understanding of commercial awareness.
- Ability to work quickly and efficiently - enjoy getting things right first time
- Like planning a busy workload
- Love delivering excellent customer service
- Bright, motivated and a positive thinker, with a can-do attitude
- Reliable, flexible and a good communicator
- High energy and committed to building a great team
- Be able to challenge traditional thinking
- Be enthusiastic about using CI as a method for delivering operational excellence
- Active team participant

**Salary**: £25,641.00-£31,767.00 per year

Schedule:

- Monday to Friday

Work Location: One location