Customer Service Advisor (Driver Care)

We are looking for a Customer Service Advisor to join our Driver Care team. This role will be based in our Bristol office ( BS16 7LB). Salary will be £24,117 per annum for this role.  The key responsibilities of the role are as follows:

• Develop and maintain a comprehensive understanding of our multiple business channels and business processes.

• Develop and maintain a detailed knowledge of each department’s key responsibilities and function and develop effective working relationships that ensure positive outcomes for the customer.

• Provision of first line response across multiple mediums to all incoming customer queries and or requests, providing where possible an immediate resolution and ensuring the Customer’s expectations are managed in adherence with agreed Service levels.

• Effectively ‘triage’ all queries and or complaints where an immediate resolution is not possible, and ensure appropriate action is taken to resolve within agreed service levels

• Use workflow processes to record queries and allocate tasks as appropriate allowing completion by others where appropriate

• Pro-actively follow up and manage to conclusion any issues arising from our customer feedback mechanisms.

• Make proactive calls to customers as part of our Customer Excellence strategy.

• Proactively look for opportunities to improve service delivery and customer satisfaction then make suggestions as appropriate.

• Undertake training to pass legislative requirements

Skills and experience required

• Proven experience in managing customer expectations and service delivery

• Excellent communication skills: written, verbal.

• Understand the need to work within legislative guidelines and look for solutions within the framework

• Problem solving and ability to look for process improvements,

• Ability to influence others, manage difficult situations

• Commercial awareness and understanding of business processes

What we offer