Tusker Customer Service Operator

4 months ago

Watford, United Kingdom Lloyds Banking Group Full time

Description

JOB TITLE: SOC- Order & Delivery Advisor

SALARY: £29,431

LOCATION(S): Watford

HOURS : Full-time

WORKING PATTERN : Our work style is hybrid, which involves spending at least three days per week, or 60% of our time, at one of our office sites. During the training period, we do ask new starters to be in the office 5 days a week until they are competent and fully trained.

About this Opportunity

The main purpose of this role is to assist drivers in navigating the entire order fulfilment process and address any issues or concerns that may arise. Supporting drivers once an order is placed with a dealership until the point of delivery involves various responsibilities to ensure a smooth and efficient process. Here are some key tasks and responsibilities:

Act as the primary point of contact for drivers and maintain regular communication via phone and email to update them on order status, and any changes or delays that may occur.

Coordinate with various departments within the business, as well as our dealer network, to facilitate the smooth processing and delivery of orders. Collaborate with relevant teams to resolve any issues or obstacles that may hinder the delivery process.

Respond promptly to driver enquiries, providing them with necessary information and guidance to address their concerns. Proactively identify and anticipate potential issues or challenges that drivers may face during the driver journey. Willingness to take ownership of more complex cases, that require extra attention and de-escalation whilst seeing them through to resolution.

Provide exceptional customer service through first contact resolution, taking full accountability for the service you deliver, striving to exceed KPIs and SLAs.

Is flexible to take on bespoke and ad hoc on tasks allocated by Line Manager, whilst taking inbound phone calls.

About us

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

We’re an award winning car leasing company who have been 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’re committed to driving down emissions by getting people into newer and more environmentally friendly cars. We genuinely care about the world we live in and know that our customers do too. This is why we work with each and every one to offset the carbon emitted by each salary sacrifice car put on the road through our schemes.

Our Car Benefit Scheme gives employees access to affordable, fully maintained and insured cars for a fixed monthly amount delivered through a salary sacrifice employee benefit arrangement. Offering all fuel types, prices and over 1000 cars to choose from all by leading manufacturers. Please visit for more information

What you’ll need

Excellent verbal and written communication skills

Polite and professional telephone manner

Manages self with strong organisational and time management skills

High accuracy levels and attention to detail

Motivated by and understands the importance achieving targets, individually and as part of a team

And any experience of these would be really useful

Office 365

Previous automotive industry experience

System experience- Ebbon Dacs & Salesforce

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also 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.

We’d love to hear from yo

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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