Customer Service Specialist

Arval BNP Paribas Group; Swindon; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading vehicle leasing company in the UK seeks a Customer Service Specialist to provide support from vehicle delivery to contract end. You will handle diverse customer queries, ensuring positive interactions and resolutions. Embodying empathy and curiosity, you’ll assist customers while making decisions to influence outcomes positively. The package includes a starting salary of £27,000, bonuses, holiday options, and a comprehensive benefits package with private medical cover, pension, and more, all within a hybrid working model.

Benefits

Private medical cover

Company pension

Discounts on products and services

Paid volunteering days

Free on-site gym

Subsidised restaurant

Flexible benefits

Qualifications

• Strong listening skills to identify customer needs.
• Ability to understand and support vulnerable customers.

Responsibilities

• Handle incoming customer calls with a focus on quality interactions.
• Take ownership of issues and resolve them.
• Record complaints and resolve at first point of contact.
• Manage email queries alongside calls.

Skills

Empathy

Communication skills

Listening skills

Problem-solving skills

Positive attitude

Job description

Swindon – Hybrid

We’re Arval BNP Paribas – we’re a global leader in vehicle leasing and the fourth largest leasing company in the UK. Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people – who we call Journey Makers.

Culturally, we’re a friendly bunch – more human than corporate – and we serve a diverse customer base. From families choosing their first electric vehicle, to global brands seeking to switch their fleets to electric vehicles – whatever our customers’ mobility needs, we have a solution to offer.

About The Role

Working in our friendly and supportive team of Customer Service Specialists, you’ll be the go-to point of contact for our personal leasing customers from the moment their vehicle is delivered to the end of contract. The queries you’ll be handling are incredibly varied – from advising how to update direct debits to more complex matters such as vehicle faults or invoice issues. Once you’ve completed your training, you’ll have the authority to make decisions that will influence good customer outcomes. You’ll also use your strong listening skills and empathy to identify vulnerable customers, ensuring we always do the right thing.

Some Of Your Key Responsibilities Will Include

• Handling incoming customer calls, with a strong focus on quality interactions
• Taking ownership of issues and seeing them through to completion
• Recording complaints, and where possible resolving at the first point of contact
• In addition to managing calls, you’ll also be dealing with some email queries

What We’re Looking For

You’re empathetic and get real satisfaction from making a customer’s day. You enjoy variety in your work and it’s likely you see queries you’ve not dealt with before as an opportunity to learn.

You’ll Also Be Able To Demonstrate

• A positive, upbeat, and can-do attitude
• Good verbal and written communication skills
• Strong listening skills and the ability to make customers feel understood and supported
• Curiosity and good problem-solving skills

The package

We offer a basic starting salary of £27,000 plus a bonus of up to £1,100. We also offer 25 days holiday as standard, plus bank holidays, an extra day off for your birthday, and the option to purchase an additional 5 days.

We Also Provide a Comprehensive Benefits Package, Including

• Private medical cover, including a digital GP service
• Company pension
• Discounts on our products and services and discounts in many high street brands
• 2 paid volunteering days every year
• Free on-site gym
• Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
• Plus, a range of flexible benefits to suit your lifestyle

Ready to make a difference?

Sound interesting? Click to apply and a member of our Talent Acquisition team will review your CV.

We’re passionate about being consciously inclusive employer, with a strong Speak Up culture. We’re also proud to be a Ban the Box employer as part of our commitment to a fair and inclusive society for all.

Interview process

• Telephone interview with our Talent Acquisition team
• 1-hour interview with the hiring manager

If you’re not shortlisted, we’ll still let you know the outcome of your application.

What are you waiting for? Apply today and we’ll be in touch.