Customer Service Advisor

ArvatoConnect; Datchet; Híbrido; GBP 25 000 - 31 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

25 days leave + holidays

On-the-job training

Life insurance & pension

Staff discounts

Employee assistance programme

Shuttle bus

Employee awards

Career opportunities

Datchet office facilities

On-site gym

Breakfast Club

Resumo da oferta

Arvato Limited in Datchet is recruiting a Customer Service Advisor to support automotive finance customers. The role starts with 4 weeks on-site training, followed by a rotating shift pattern and a transition to hybrid work after three months, with at least two days on-site.

You will handle enquiries, changes, settlements and aftersales, while upholding regulatory standards and delivering fair outcomes. Training is on-site for 4 weeks, then a 3-week rotating shift, with a shift mix and potential

Qualificações

• Strong verbal and written communication.
• Customer-focused with a positive service mindset.
• Ownership of customer queries with timely follow-through.
• Problem solving with good judgement.
• Adaptability and willingness to learn new systems.
• Attention to detail in records and processes.

Responsabilidades

• Support customers through the automotive finance journey, incl. inquiries, changes, settlements and queries.
• Listen to understand each customer’s needs.
• Explain information clearly and simply.
• Take ownership to resolve enquiries first time.
• Support aftersales and service-related inquiries.
• Resolve complaints fairly and effectively.
• Complete transactions and maintain accurate records.
• Identify and assist customers in financial difficulty and provide support.
• Use systems and tools to resolve needs.
• Collaborate with colleagues and specialist teams as needed.
• Develop skills across the full customer service journey.

Conhecimentos

Active listening

Clear communication

Customer focus

Ownership

Problem solving

Attention to detail

Digital literacy

Resilience

Team collaboration

Descrição da oferta de emprego

Location: Datchet, SL3 9LL, just off the M4
Salary: £27,976 per annum
Contract: Permanent, full-time
Start date: 23rd December 2026

Your Working Arrangements:

We want you to know what to expect from the outset, so here are the key working arrangements for the role:

• Training: You'll start with 4 weeks of fully supported, on-site training, Monday to Friday, 9am-6pm, giving you the time to build your knowledge and confidence in the role.
• Shifts: After training, you'll move onto a 3-week rotating shift pattern between 8am and 8pm, Monday to Saturday. Saturday working forms part of the rotation, with additional flexibility sometimes required during peak periods. Saturday hours typically ranging from 9am-1pm to 9am-5pm. When you work a Saturday, you'll have a day off during the week.
• On-site working: You'll be based on‑site in Datchet, 5 days a week for a minimum of your first 3 months, supporting your learning and development as you settle into the role.
• Hybrid working: After your first 3 months, and once you've demonstrated satisfactory performance and been signed off by your line manager, you'll be able to move to our hybrid working model. This currently involves a minimum of 2 days per week on‑site, with additional office attendance where business needs require it.

The Role

As a Customer Service Advisor, you'll support customers across a broad range of needs throughout their automotive finance journey. From general account and agreement enquiries through to contract changes, settlements and refinancing, end‑of‑contract and vehicle‑related queries, aftersales and resolving customer concerns, this is a varied role that gives you real ownership of the customer experience.

You may already bring experience from customer service, Financial Services or another regulated environment, or you may bring valuable transferable skills gained through other experiences. Wherever you're starting from, you'll have the opportunity to build on your existing strengths and develop your capability across the full Customer Services journey.

Working within a regulated financial services environment, you'll use your communication skills, judgement and customer focus to deliver clear, accurate support and fair customer outcomes.

What you'll do:

• Support customers throughout their automotive finance journey, from general account and agreement enquiries through to contract changes, payments, settlements, end‑of‑contract and vehicle‑related queries.
• Listen carefully, ask the right questions and understand what each customer needs.
• Explain information clearly and make complex information easier to understand.
• Take ownership of customer enquiries and work towards resolving them first time.
• Support customers with aftersales and service‑related enquiries.
• Resolve customer concerns and appropriate complaints fairly and effectively.
• Complete transactions, customer records and administration accurately.
• Recognise when customers may be vulnerable or experiencing financial difficulty and ensure they receive appropriate support.
• Use a range of systems, knowledge tools and information to resolve customer needs.
• Work collaboratively with colleagues and specialist teams when additional support is required.
• Build your skills progressively across the full Customer Services journey.

What you'll bring to the table:

• Strong communication skills - you listen carefully, ask the right questions and can explain information clearly and simply, both verbally and in writing.
• Customer focus - you take the time to understand what a customer needs and are committed to providing a positive and fair customer experience.
• Ownership and accountability - you take responsibility for customer queries, follow things through and deliver on the commitments you make.
• Problem‑solving and good judgement - you can gather information, consider different options and determine the right next step for the customer.
• Adaptability and a willingness to learn – you’re comfortable developing new knowledge and skills and will embrace the opportunity to build capability across the full customer service journey as you progress.
• Strong attention to detail - you understand the importance of accuracy and can maintain quality while working in a busy environment.
• Digital confidence - comfortable in using digital tools and a willingness to learn and navigate multiple systems, such as email platforms like Outlook, customer databases, and internal portals
• Resilience and professionalism - you can handle challenging or sensitive customer conversations calmly and constructively while maintaining a high standard of service.
• Quality and accuracy - you understand the importance of following processes, maintaining accurate records and getting things right first time.
• A collaborative approach - you work well with others and understand when to involve colleagues or specialist teams to get the right outcome for the customer.

Desirable:

• Exposure to environments with high volumes of customer interactions is desirable, but not essential. If you're passionate about delivering great service with strong transferable skills, we'd love to hear from you.
• Familiarity with regulated settings such as Financial Services can be helpful, though not required. We welcome applicants from all customer service backgrounds; full training will be provided to support your success in the role.

Minimum Criteria:

• Demonstratable strong clear verbal and written communication.
• Ability to take ownership, solve problems and use sound judgement.
• Ability to follow processes and maintain accurate records.
• Confidence using and willingness to learn digital systems.
• Ability to handle sensitive customer conversations professionally.
• Willingness to learn and work collaboratively.
• Ability to meet the stated training and working arrangements, with reasonable adjustments where required.

Benefits:

• 25 days (Plus 3 public/bank holidays which must be taken to cover Christmas day, Boxing Day & New Year's Day) (Pro Rata)
• Excellent on the job training and on-going core skills development
• Life insuranceand access to a company pension scheme (after qualifying period)
• Exclusive staff discounts at holiday, leisure & other retailers,so you can buy and do the things you love for less
• An employee assistance programme to ensure your wellbeing
• A shuttle bus from the local train stations directly to our office (please note this does not cover all shifts)
• Monthly employee-voted awards to recognise your achievements
• Unique career opportunities
• A chance to work as part of a great team in a rewarding role
• Fantastic facilities at our Datchet office including on-site gym
• Breakfast Club

• Credit checks will be undertaken on all successful candidates. Any CCJ’s, bankruptcies or IVA’s must be declared at screening stage and proof that payment plans are in place will be required.
• You will need a quiet and comfortable ergonomic workstation when working from home.
• Full availability during training required, Monday to Friday 9am-6pm and a willingness to work hybrid upon sign off from line manager, with a minimum of 2 days on site at our Datchet location on a ongoing basis.

Diversity & Inclusion Statement:

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.