Customer Service Advisor (Dealer Broker Care)

We are looking for a Customer Service Advisor to join our Dealer Broker 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 functions and develop effective working relationships that ensure positive outcomes for all customers.

• Provision of first line response across multiple mediums (high volume incoming telephone and e-mail communication) to all incoming Dealer and Broker care 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 provide clear audit trails of actions and outcomes.

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

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

• Undertake training to pass any reasonable qualification that maybe required as part of your role due to 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