Customer Service Advisor

**Customer Service Advisor**

**£23,000 plus Bonus and Benefits**

We are looking for Customer Service Advisors to join various teams throughout our Customer Service Dept.

RCI Financial Services is a wholly owned subsidiary of RCI Bank and Services which is the Renault and Nissan Groups Finance Company and is today present in in 36 countries in Europe, North Africa, South America and Asia.
We are very proud to have been recognised as one of the UK's best work places in the Great Places to Work Large Company category as well as also receiving The Great Places to Work Excellence Award for Wellbeing for the third consecutive year.

Key Responsibilities -- Demonstrate the Renault Way values and actions
- To positively promote Renault / RCI and alliance and its values and help grow the business
- Respond to all Customer and Supplier enquiries in an efficient and courteous manner
- Effectively handle inbound & outbound calls whilst maintaining high service levels
- Call quality to be in line with expectations as set out and measured in call monitoring standards
- Develop a good working knowledge of the principles of Electric Vehicle battery hire
- Develop a good working knowledge of the principles of Contract Hire/Fleet
- Ensure good levels of commercial awareness to enable good decision making
- Maintain knowledge of RCI products and services
- Work transversely across Operations and throughout the business supporting your colleagues in other areas.
- Accurate maintenance and administration of RCI systems
- Actively participate in one to ones and team meetings
- Ensure department Service Quality Commitments (SQC’s) and Key Performance Indicators (KPI’s) are met whilst also maintaining high service levels and standards
- Comply with all company procedures and standards
- Protect the company at all times from fraud and financial exposure
- Provide sufficient warning of any difficulties encountered and offer possible solutions
- To comply with all relevant legislation at all times such as Consumer Credit Act, Money Laundering Act, Data Protection, FCA, FOS and the FLA code of practice.

**Knowledge and Skills;**
- Exemplary telephone manner and communication skills
- Accuracy
- Excellent negotiation skills
- Ability to work autonomously and under pressure
- Good standard of numeracy
- Pro-active approach to problem solving and decision making
- Prioritisation, Organisational & Ownership skills
- Flexible & Resilient
- Computer literate

Hours of Work for Customer Services

Your basis hours of work are 37.5 hours per week. Normal hours of work are Monday to Friday, 1 week in 2 shifts 8.30am -5.00pm and 9.30am -6pm including one hour for lunch.

You will also be required to work a maximum od 1 in 4 Saturdays 9.00am - 5pm with a day off in lieu, to be arranged by your line manager.

You will also be required to work 4 additional Saturdays per annum 9.00 - 3.00pm got which no lieu day will be given.

Currently Customer Services do not open on Bank Holidays, so you are not required to work on these dates, however this may change in the future. The company reserves the right to amend your working hours to suit business needs.

In return we offer full training, a competitive flexible benefits package, which includes an employee Loan plan car scheme, along with a very competitive 27 days annual leave - plus 1/2 day on Christmas eve and 1/2 day on New Year’s eve.

**Our RCI Bank UK Way Values**:
**We Love All Our Customers**

We value the rich diversity that all of our customers bring to our business. We share a culture of professionalism, excellence and collaboration across the company that puts the customer at the heart of everything we do.

**We Decide and Do**

We are performance oriented, focused on sustainable growth and profit. Everyone is accountable for their personal and collective contribution. Our managers give teams autonomy to make and own decisions in line with the company’s strategy. They encourageinitiative-taking and innovation.

**We Speak the Truth**

We speak plainly using facts and objective data and we are open to various opinions. It helps build trust and strengthen performance. Our managers create conditions for respectful listening and productive debates enabling us to take quick and transparentdecisions.

**We Transform Together**

We all value diversity as a richness within teams. We take advantage of each and every learning opportunity to grow and win. Our managers encourage individuals’ and team's development. They inspire, motivate and share regular and constructive feedback.

**We Make It Simple**

Together, we seek simplicity and efficiency. We avoid complication for others. In a complex environment, managers are leading the teams towards agility, decisions are taken at the right level.