Customer Service Advisor

Ayvens Customer Service function provides market leading customer support to a broad range of customers inc Fleet Managers, Drivers and Broker Partners and providing outstanding service is crucial to protecting and growing the Ayvens brand.

Specifically supporting our partnership with Ford Fleet Management (FFM) this is a tremendous opportunity, covering parental leave for 12Months, to join our thriving business.

Key Purpose

• To provide both reactive and proactive support to our clients, delivering a market leading customer experience.

• To work collaboratively with colleagues throughout the wider department ensuring the customer needs are met through the delivery of outstanding administrative and processing support (including Quote/Order/Purchase) to appropriate accuracy, quality and delivery within SLA’s

• To develop relationships with Fleet Managers to enable delivery of commercial performance through the delivery of successful renewals performance and increased uptake across the products and services portfolio.

Responsibilities

• Act as the key point of contact for the customer care needs of Fleet Managers across a portfolio of accounts, working both reactively and proactively to own and resolve issues, providing a market leading customer experience

• Develop knowledge and expertise in relation to products, process and systems to enable maximum effectiveness in role

• To work closely with colleagues across 2nd Line Service to develop a strong understanding of the specific needs of the customer to ensure we deliver their requirements, to a high quality standard and within agreed SLAs

• Work closely with colleagues across Field Sales to develop a strong understanding of the specific needs of the customer, attending customer visits where appropriate, to ensure we deliver to their requirements

• Proactively manage the renewals process across a portfolio of accounts, seeking solutions for customers whilst driving commercial performance and seeking opportunities for further account penetration (including keeping renewals database up to date)

• Develop strong relationships with Fleet Managers and work (in collaboration with Account Managers) to increase product penetration

• Ensure that all actions undertaken meets our TCF (Treating Customers Fairly) obligations and where issues arise that these are flagged to the leadership team.

Skills, Experience & Background

• Previous experience within a customer service environment with an ability to manage and resolve queries in a timely fashion

• Strong communication skills: written, verbal, report writing and presenting

• Excellent time management, planning, organisational skills

• Self-motivated with a ‘can do’ attitude

• Highly competent in Microsoft

• An interest in sharing own experience & expertise to support the personal development of others

• Experience of working within a regulated industry would be advantageous however not essential

What We Can Offer

Generous contributory pension scheme

Basic starting salary £24,555 

25 days holiday, in addition to bank holidays 

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

Eligibility for Annual Bonus Scheme

Study support (where applicable)

Enhanced parental leave

Generous Employee Referral Scheme (£1000)

Cycle2work Scheme 

Free breakfast / fruit in the Bristol office

EV charging points, bike storage, shower & changing facilities, car parking

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!