Customer Care Level 2 Agent

Leasys S.p.A.; Coventry; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Leasys S.p.A. is seeking a customer services specialist to manage and resolve complex contractual cases for a select group of key accounts. The role combines frontline case resolution with proactive reporting and renewal opportunities, collaborating with National Key Account Managers to protect revenue and maintain high service standards.

Location: Home based with 2 days in the Coventry office. Salary is up to £27,500 per year.

Qualifications

• Minimum 2 years of experience in Customer Services.
• Experience in a call centre environment is desirable.
• Excellent communication skills, verbal and written.
• Strong numeric and analytical skills with attention to detail.
• Basic Excel skills.
• Knowledge of Contract Hire and Leasing industry preferred.

Responsibilities

• Manage and resolve complex, high-impact or non-standard customer and contractual cases across the contract lifecycle.
• Act as dedicated SPOC for a select group of customers, coordinating with National Key Account Managers.
• Provide reporting on requested metrics and identify renewal opportunities to enhance Leasys revenue.
• Ensure service level objectives and quality standards are met.
• Coordinate with internal departments and external partners to resolve disputes and ensure compliant outcomes.
• Support associated services and provide expertise to internal commercial stakeholders.

Skills

Customer service

Communication

Analytical thinking

Excel basics

Industry knowledge (Leasing)

Education

GCSE/AS/A level in Maths and English

Job description

To deliver a high‑quality, compliant, multi‑channel customer experience by managing and resolving complex, high‑impact or non‑standard customer and contractual cases across the contract lifecycle, using sound judgement, risk awareness and proactive problem-solving. In addition, the role acts as a dedicated point of contact for a select group of customers (as defined by management) on the Key Account side, working in conjunction with National Key Account Managers to provide support, resolve issues and provide reporting as requested — while identifying renewal opportunities to enhance Leasys revenue and ensuring service level objectives and quality standards are met

Location: Home based with 2 days working in the office – Coventry

Salary: Up to £27,500

Drivers of Success

• Sustainable resolution of complex cases with minimal rework and reduced escalations.
• Strong compliance, risk awareness and accurate contractual decisioning within internal policies and applicable regulatory frameworks.
• High satisfaction outcomes through clear communication, ownership and proactive follow‑up.
• Effective partnership with National Key Account Managers for assigned customers (issue resolution, reporting, retention/renewal opportunities)
• Resolution of Level 2 cases, typically including: amendments, invoicing adjustments, disputes, buy‑back values, vehicle returns/end‑of‑contract complexities and other non-standard contractual situations.
• Proactive outbound contact for follow‑ups, dispute management, expired contract reminders and digital onboarding support (as required by service needs).
• Management of CRC mailboxes/case queues with responsiveness and high‑quality written outcomes.
• Coordination with internal departments and external partners to resolve disputes and ensure compliant outcomes.
• Support for associated services (e.g., maintenance contracts across fleet brands) and provision of expertise to internal commercial stakeholders (e.g., business coaches, sales teams, dealerships).
• Key Account customer support deliverables (for assigned portfolio): dedicated SPOC service, issue ownership, reporting, and identification of renewal opportunities in collaboration with National Key Account Managers.

Necessary actions to achieve deliverables

• Diagnose case complexity, contractual impact and risk/compliance considerations; determine the appropriate resolution pathway and execute.
• Use CRC/contact tools to streamline case handling and ensure full traceability and documentation quality.
• Lead cross‑functional case progress: engage specialist functions, challenge delays, and maintain customer updates until final closure.
• Handle dispute resolution with a sustainable mindset (root cause awareness) and ensure actions align with internal procedures and service promises.
• For assigned Key Account customers: act as SPOC, own the resolution plan, and maintain strong working rhythm with National Key Account Managers.
• provide reporting and insight (case themes, risks, service performance) as requested.
• identify retention/renewal opportunities and elevate to the commercial owner at the right time.
• Contribute to continuous improvement and quality initiatives and share learning with the wider team to lift Level 1 performance.

Required Knowledge and Skills

Foreign Language skills:

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

Required experience:

• Minimum 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.

Data Privacy

By submitting your CV, you acknowledge that Leasys will retain your personal information for up to 12 months for the purpose of considering you for relevant future opportunities. Your information will be handled in accordance with our Candidate Privacy Notice and applicable data protection requirements. Your details will be deleted at the end of the 12-month retention period in line with our data retention processes, unless there is a lawful reason to retain them for longer.

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.