Customer Care Level 1 Agent

Leasys; Coventry; Hybrid; GBP 26,000 - 27,000; Full time

Job summary

Leasys in Coventry is seeking a customer service advisor to manage first-line contact across phone, email, and digital channels. You will resolve standard and low-complexity cases, using scripts, and triage when needed to Level 2 or specialists. Hybrid role: 3 days in the Coventry office, 2 days from home after training.

The role focuses on accurate data capture, timely resolutions, and adherence to SLAs. Experience in leasing products is advantageous; strong communication and numerical skills

Qualifications

• 1-2 years experience in Customer Services in a call centre
• Excellent written and verbal communication
• Strong numeric and analytical skills
• Basic Excel skills
• Knowledge of leasing products (preferred)

Responsibilities

• Handle inbound calls, emails and digital messages and record contract details
• Use approved scripts and templates while maintaining accuracy
• Resolve Level 1 cases end-to-end or provide strong summaries when transferring
• Perform timely follow-ups and clear customer updates
• Maintain service levels and document case notes

Skills

Communication skills

Numerical/analytical skills

Excel (basic)

Multitasking

Teamwork

Education

GCSE/AS/A level in Maths and English

Tools

CRM software

Job description

To deliver a professional, high‑quality customer experience by managing first‑line customer contact and enquiries throughout the contract lifecycle, resolving standard and low‑complexity cases quickly across phone, email and digital channels, while meeting Leasys service level objectives and quality standards. The role uses established processes, scripts and templates to provide accurate information, complete administration and, where required, triage and transfer cases to Level 2 or specialist functions to ensure timely resolution.

Location: Coventry Office Based - 3 days a week in the office (2 days at home after training is complete)

Salary: £26,000 - £26,500 based on experience

Drivers of Success

• Fast, accurate closure of standard/low‑complexity enquiries within agreed SLAs and quality requirements.
• High customer satisfaction and positive feedback through clear communication and “right first time” handling.
• Correct use of systems, templates, customer verification steps and complete case documentation.
• Effective triage: recognising when escalation/transfer is required and providing strong case notes to prevent rework.
• Strong teamwork and knowledge sharing to improve consistency and reduce repeat contact.
• Multi‑channel handling of incoming customer enquiries with professional telephone and written responses.
• Resolution of standard “quick close” cases, typically including: contract information / basic contract data enquiries (e.g., term, mileage) missing documents e.g.invoices/credits/contracts) and document sending via agreed routes
• My Leasys portal guidance and first‑line troubleshooting
• General maintenance process guidance (and correct routing when approvals are needed)
• initial accident notification intake and correct routing for repair approval flows
• Accurate case creation, categorisation, documentation and closure in CRM/contact systems.
• Correct transfer of cases requiring specialist processing (finance, contract management, full service, remarketing, sales support, supply chain), including clear customer updates.

Necessary actions to achieve deliverables

• Handle inbound calls/emails/digital messages; apply customer identification/validation checks and record all relevant contract details in the case.
• Use approved scripts/templates; tailor communications appropriately while maintaining accuracy and compliance.
• Apply correct reason codes / categorisation to support routing, reporting and searchability; include required identifiers (e.g., customer reference, vehicle identifier) in case titles/notes.
• Resolve eligible Level 1 cases end‑to‑end and close without transfer; where transfer is needed, provide strong summaries, attach supporting documents, and set expectations with the customer.
• Manage “awaiting customer info” steps (e.g., suspend/pause per process), follow up within defined timeframes, and close with appropriate customer messaging when inputs are not received.
• Work to service levels and queue discipline; flag recurring issues and process gaps to team leaders to improve customer experience.

Required Knowledge and Skills

Foreign Language skills:

• GCSE/AS/A level or equivalent in Maths and English

Required experience:

• 1-2 years experience in Customer Services essential and within a call centre environment desirable
• Desirable to have knowledge and experience of administering leasing products.
• Excellent communication skills required – ability to communicate both verbally and in writing.
• Strong numeric and analytical skills with meticulous attention to detail
• Ability to use Excel at basic level is preferred.
• Knowledge of Contract Hire and Leasing industry - Preferred.

Technical Skills and Personal characteristics:

• Effective communication skills: ability to liaise and communicate with external customers, suppliers, and internal departments at all levels.
• Ability to prioritise and multi-task.
• Good communication skills, written and verbal.
• Ability to use own initiative.
• Able to work to deadlines.
• Ability to work well in a team environment.

Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability, or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply. Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.