Customer Service Advisor

We are looking for Customer Service Advisors to join our Driver Care team located in Lyde Green, Bristol (BS16 7LB). We are specifically keen to hear from applicants who can illustrate previous experience within a customer facing role.

A tremendous permanent opportunity to join a market leading business. Starting salary will be £24,555 per annum in addition to great working environment and benefits .  

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

This is a telephone based role so important you're happy on the phones and keen to help, with a can do attitude.

What we offer

• Generous contributory pension scheme  

• 25* days holiday, in addition to bank holidays  (pro rata)

• Volunteering days to assist in charity work 

• Sustainability Initiatives 

• Holiday buy / sell (subject to conditions)

• Travel Insurance (cost associated) 

• Dental Insurance (cost associated) 

• Flexible working options available 

• Access to Colleague Car Scheme (cost associated) 

• Enhanced parental leave 

• Referral bonus for referring an Employee 

• Cycle2work Scheme  

• Free breakfast / fruit

• EV charging points (cost associated), bike storage, shower & changing facilities and car parking