Customer Service Advisor

Arvato; Datchet; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join a leading company in the automotive financial services sector as a Customer Services Advisor. In this pivotal role, you will ensure outstanding service by assisting customers with their finance agreements and managing various customer inquiries. The position offers a dynamic environment focused on improving customer satisfaction and loyalty while providing comprehensive training and career opportunities.

Benefits

25 days holiday plus public holidays

Life assurance and pension scheme

Employee assistance programme

Exclusive staff discounts at various retailers

Ongoing skills development

Qualifications

• Experience in a contact centre environment preferred.
• Proven experience in a regulated financial services environment is ideal.
• Ability to work in a high-volume, detail-oriented, deadline-driven environment.

Responsibilities

• Assist customers with finance agreements through multiple channels.
• Manage customer inquiries regarding settlements and balance issues.
• Provide premium customer service and handle administrative tasks.

Skills

Customer service

Communication

Empathy

Dispute resolution

Education

Experience in financial services

Customer service background

Job description

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Step into the role of a Customer Services Advisor, where you'll be at the forefront of delivering outstanding service to automotive customers. Your primary responsibility will be to assist customers with their finance agreements through multiple channels, ensuring their needs are met with professionalism and care. You’ll handle a wide range of customer inquiries, from general product and service questions to more specific requests such as updating personal details, adjusting payment methods, resolving settlement and balance issues, and managing vehicle-related queries. Additionally, you'll manage important administrative tasks, including vehicle registration changes and payment method updates.

This role is critical in supporting a key client in the automotive Financial Services sector, aligning with their strategic goals to engage customers throughout their journey. By providing a best-in-class customer experience and ensuring accurate, first-time transaction processing, you will play a vital part in enhancing customer satisfaction and loyalty.

Key Responsibilities and Accountabilities

• Collaborate with the team to deliver a best-in-class customer experience, ensuring “right first time” transaction processing and administration.
• Provide extensive product and service knowledge, acting as a brand ambassador with integrity to guide, advise, and understand customer needs.
• Respond to and resolve customer queries related to financial settlements and contract terminations, offering guidance within a regulated framework while nurturing positive customer relationships.
• Manage the end-to-end customer journey for material changes to finance agreements, coordinating with all relevant parties to achieve resolution.
• Handle sensitive customer scenarios with empathy, integrity, and transparency, taking ownership of the entire customer journey.
• Demonstrate strong dispute and objection-handling skills, exploring various options to resolve queries and secure desired customer outcomes.
• Take ownership of customer concerns, acting as the primary contact and providing direct contact information to build confidence.
• Serve as an intermediary between customers and appropriate departments to ensure satisfaction.
• Actively build trust with customers, demonstrating an open and honest approach.
• Ensure ownership of promises made and follow through on commitments.
• Provide premium customer service, ensuring fair treatment for all customers, especially those identified as vulnerable or in financial hardship, in line with regulatory and company policies.
• Adhere to internal policies and processes to ensure all administrative tasks are completed accurately and appropriately.

Knowledge, Skills & Qualifications

• Experience communicating with a high volume of customers to deliver outstanding service, preferably in a contact centre using various channels.
• Proven experience in a Financial Services regulated environment is preferred; however, candidates with a strong customer service background will be considered, with full training provided.
• Experience organising and coordinating tasks in a high-volume, detail-oriented, deadline-driven environment.
• Demonstrated ability to work in a dynamic, fast-paced environment while ensuring high-level customer service to both external and internal customers, recognising the importance of their vehicles.

In return, we’ll offer you:

• Advisors: 25 days (Plus 3 public/bank holidays which must be taken to cover Christmas day, Boxing Day & New Year's Day)
• Excellent on the job training and on-going core skills development
• Life assuranceand 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
• Monthly employee-voted awards to recognise your achievements
• Unique career opportunities within this client partnership

Still like what you see. Ifwant a role where you’re encouraged to be 100% you every day andyou're happy with the following final points, get in touch and apply today!

• Financial Checks will be undertaken on all successful candidates. Any CCJ’s, bankruptcies or IVA’s must be declared at interview stage and proof that payment plans are in place will be required
• You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks
• You will need a quiet and comfortable ergonomic workstation when working remotely
• Full availability during training required, this will be fully siteMonday to Friday 9-6 for the first 4 weeks

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