Customer Service Advisor (Driver Support)

Novuna; Trowbridge; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Bonus scheme

Hybrid working

25 days holiday + bank holidays

Wellbeing package including BUPA

Job summary

Novuna Vehicle Solutions is seeking a customer service professional to join our Driverline team. You’ll handle high volumes of inbound and outbound calls, supporting drivers with repairs, breakdowns and maintenance while coordinating with garages and suppliers.

This hybrid role requires 50% attendance at our Trowbridge office. Opportunities include permanent roles alongside a 12-month fixed-term contract, with a strong focus on delivering excellent service.

Qualifications

• Experience in a fast-paced, high-volume customer contact environment.
• Ability to manage multiple calls and prioritise workloads while delivering excellent customer service.
• Comfort with handling inbound and outbound calls and engaging with customers professionally.

Responsibilities

• Handle a high volume of inbound calls and provide customer support.
• Liaise with garages to book repairs and arrange hire vehicles where needed.
• Monitor shared email inbox and perform required admin duties.
• Collaborate with drivers and suppliers to minimise disruption and keep vehicles on the road.

Skills

High volume calls

Calm under pressure

Excellent communication

Multitasking & prioritisation

Job description

Do you have experience in a contact centre, call centre or busy customer service environment? Are you confident handling a high volume of inbound and outbound calls while delivering outstanding service?

If you enjoy helping customers, thrive in a fast-paced environment and can stay calm under pressure, we'd love to hear from you.

Please note, we have both a permanent opportunity and a 12-month fixed-term contract available.

Who we are.

At Novuna Vehicle Solutions, we're in an exciting phase of growth. As one of the UK's largest leasing companies, we support customers with the vehicles, funding, infrastructure and fleet management expertise they need to keep moving. We work across a diverse portfolio, from company car and salary sacrifice schemes through to complex, multi-asset fleets across cars, vans, HGVs and specialist assets. We also support personal leasing and SME customers through our established broker and dealer channels. With a 4.9 Trustpilot score and Distinction accreditation from The Institute of Customer Service, our Customer First culture is at the heart of how we help customers take control of today's fleet challenges while preparing for the future.

Whatyou'll do.

Reporting to the Driverline Team Leader, you'll be the first point of contact for drivers who need support with vehicle repairs, breakdowns and maintenance issues. No two calls are the same. One minute you could be helping a company car driver with a warning light on their dashboard, the next you'll be arranging urgent assistance for a commercial vehicle that's broken down. This is a busy, customer-focused role where you'll spend a significant part of your day speaking with customers, garages and suppliers to keep vehicles on the road and minimise disruption.

This is a hybrid role requiring 50% attendance at our Trowbridge office.

You’ll also:

• Handle a high volume of inbound calls
• Make contact with our garage network to book vehicles in for repair
• Arrange hire vehicles were appropriate for our customers
• Monitor theshared email mailbox and carrying out admin duties as required

What you’ll bring.

We're looking for someone who enjoys speaking with people and has experience working in a fast-paced, high-volume customer contact environment, most importantly, you'll be confident managing multiple calls, prioritising workloads and delivering excellent customer service, even when things get busy.

You’ll be a great fit if you are:

• Able to remain calm and professional under pressure, while thinking on your feet
• Have experience handling a high volume of inbound and outbound calls
• Highly organised, with the ability to manage multiple priorities in a fast-paced environment
• Are an excellent communicator who can build rapport quickly over the phone

What's in it for you?

Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.

Our offer to you includes:

• An excellent bonus scheme
• Hybrid working
• 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

Being Yourself.

At Novuna, we're a Disability Confidentemployer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.

Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications.