Customer Service Advisor

LPUK LeasePlan UK Ltd; West of England; On-site; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Salary 27,030 per annum

Competitive pension scheme

Annual salary review and bonus scheme

Give As You Earn (GAYE)

Employee referral scheme (£1,000)

Retail discounts programme

GymFlex membership options

Cycle to Work scheme

Health & Wellbeing Life Assurance

Health assessment options

Travel insurance

Dental insurance

Critical illness cover

Personal accident insurance

Job summary

Ayvens in Bristol is seeking Customer Service Advisors for the Driver Care team, a permanent, on-site role based in Lyde Green. You will handle first-line inquiries across multiple channels, triage requests, and ensure service levels are met with a can-do attitude.

Key responsibilities include knowledge-building across departments, proactive issue resolution, and ongoing process improvement to enhance customer satisfaction. Join a diverse team focused on sustainable mobility solutions.

Qualifications

• Proven experience in managing customer expectations and service delivery.
• Excellent communication skills: written, verbal.
• Understand the need to work within legislative guidelines and look for solutions within the framework.
• Problem solving and ability to look for process improvements.
• Ability to influence others, manage difficult situations.
• Commercial awareness and understanding of business processes.

Responsibilities

• Develop and maintain a comprehensive understanding of our multiple business channels and business processes.
• Develop and maintain a detailed knowledge of each department's key responsibilities and function and develop effective working relationships that ensure positive outcomes for the customer.
• Provision of first line response across multiple mediums to all incoming customer queries and or requests, providing where possible an immediate resolution and ensuring the Customer's expectations are managed in adherence with agreed Service levels.
• Effectively 'triage' all queries and or complaints where an immediate resolution is not possible, and ensure appropriate action is taken to resolve within agreed service levels.
• Use workflow processes to record queries and allocate tasks as appropriate allowing completion by others where appropriate.
• Pro-actively follow up and manage to conclusion any issues arising from our customer feedback mechanisms.
• Make proactive calls to customers as part of our Customer Excellence strategy.
• Proactively look for opportunities to improve service delivery and customer satisfaction then make suggestions as appropriate.
• Undertake training to pass legislative requirements.

Skills

Customer service

Communication skills

Legislation compliance

Problem solving

Influencing others

Commercial awareness

Job description

At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

We are looking for Customer Service Advisors to join our Driver Care team located in Lyde Green, Bristol (BS16 7LB) on a permanent basis. We are specifically keen to hear from applicants who have experience within a customer facing role.

Key responsibilities

• Develop and maintain a comprehensive understanding of our multiple business channels and business processes.
• Develop and maintain a detailed knowledge of each department's key responsibilities and function and develop effective working relationships that ensure positive outcomes for the customer.
• Provision of first line response across multiple mediums to all incoming customer queries and or requests, providing where possible an immediate resolution and ensuring the Customer's expectations are managed in adherence with agreed Service levels.
• Effectively 'triage' all queries and or complaints where an immediate resolution is not possible, and ensure appropriate action is taken to resolve within agreed service levels.
• Use workflow processes to record queries and allocate tasks as appropriate allowing completion by others where appropriate.
• Pro-actively follow up and manage to conclusion any issues arising from our customer feedback mechanisms.
• Make proactive calls to customers as part of our Customer Excellence strategy.
• Proactively look for opportunities to improve service delivery and customer satisfaction then make suggestions as appropriate.
• Undertake training to pass legislative requirements.

This is a telephone based role so important you're happy on the phones and keen to help, with a can do attitude.

Skills and experience required

• Proven experience in managing customer expectations and service delivery.
• Excellent communication skills: written, verbal.
• Understand the need to work within legislative guidelines and look for solutions within the framework.
• Problem solving and ability to look for process improvements.
• Ability to influence others, manage difficult situations.
• Commercial awareness and understanding of business processes.

What we offer

• Rewards & Financial Benefits
• Salary £27,030 per annum.
• Competitive pension scheme.
• Annual salary review and bonus scheme.
• Give As You Earn (GAYE) scheme.
• Employee referral scheme (£1,000).
• Retail discounts programme.
• GymFlex membership options.
• Cycle to Work scheme.
• Health & Wellbeing Life Assurance.
• Health assessment options.
• Travel insurance.
• Dental insurance.
• Critical illness cover.
• Personal accident insurance.

Time Off & Work-Life Balance

• 25 days' annual leave + an additional Celebration Day.
• 37.5 hour week, Monday to Friday, no weekends.
• Holiday buy & sell scheme.
• Volunteer days.
• Time allocated for personal development.
• Study support (where applicable).

Workplace & On-Site Facilities

• Free parking (limited).
• EV charging points.
• Bike storage & shower facilities.
• Complimentary breakfast.
• Staff and social events.

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?!

With over 3.1 million vehicles managed across more than 40 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive. At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are. Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.

Why Ayvens?

With over 3.1 million vehicles managed across more than 40 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive. At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are. Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.