Customer Services Representative

ZipRecruiter; Bracknell; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading company in asset leasing is seeking a Customer Services Representative to join their team in Bracknell. The role involves supporting customers throughout the lease agreement lifecycle, managing queries, and ensuring high levels of customer satisfaction. Ideal candidates will have strong communication skills, attention to detail, and the ability to work under pressure. This permanent, full-time position offers a hybrid work model and competitive benefits.

Benefits

25 days holiday (increasing with service)

Private healthcare after 1 year

Pension scheme

Onsite parking

Company events

Qualifications

• Experience in a customer service environment.
• Ability to multitask in a fast-paced environment.
• Proactive problem-solving skills.

Responsibilities

• Manage a variety of queries via calls and emails.
• Handle customer complaints and ensure resolution.
• Process lease terminations and manage settlement requests.

Skills

Customer service experience

Attention to detail

Multitasking

Problem-solving

Communication skills

Tools

Dynamics 365

MS Word

Excel

Job description

Job Description

About Tower Leasing: Established in 1989, Tower Leasing Ltd is a funder supported by brokerage facilities that enable UK companies to acquire capital equipment through leasing. We help businesses manage cash flow while securing the latest assets and technology, supporting their competitiveness. Our services also include providing additional funding solutions for business growth.

The business is backed by private equity and has ambitious growth plans. At Tower Leasing, our people are our assets. With a team of over 80 employees, we strive to create a work environment that fosters achievement and success.

We are expanding our team and have an exciting opportunity for a newly created Customer Services Representative role.

Purpose:

This role supports Tower Leasing’s Customer Services team, including end customers, suppliers, and funders. It involves supporting the entire lifecycle of lease agreements, resolving customer queries and complaints professionally and efficiently.

Responsibilities:

1. General Responsibilities:

• Manage a variety of queries via calls and emails using the Dynamics 365 CRM case system.
• Identify and assess customer needs to ensure satisfaction.
• Deliver excellent customer service through professional problem-solving.
• Support customers using knowledge and judgment, collaborating across departments.
• Adhere to data protection policies when handling customer information.
• Provide feedback to improve processes.
• Maintain detailed records of customer interactions in CRM and Aspire systems.
• Follow internal procedures for cases reviewed by third-party collection partners.
• Follow communication protocols and company policies.
• Assist with basic administrative duties and internal information requests.

Task-Specific Responsibilities:

• Handle straightforward customer complaints and ensure resolution within set timeframes.
• Process lease terminations and forward to relevant funders.
• Assist with end-of-lease inquiries.
• Manage settlement and upgrade requests.
• Create and issue proforma invoices.
• Provide documentation such as copies of invoices, agreements, and Welcome Packs.
• Generate account statements upon request.
• Update customer and account data accurately and promptly.
• Set up third-party payment arrangements with proper documentation.
• Log and manage novation requests according to procedures.
• Handle asset protection inquiries and liaise with insurance partners.
• Investigate payment inquiries, including credit/refund requests, coordinating with Accounts/Credit Control.
• Support unwind requests by gathering details, seeking approvals, and updating customers.
• Answer incoming calls and complete callback requests professionally.
• Share relevant information with funders promptly.

Skills & Qualifications:

• Experience in a customer service environment.
• Experience in asset finance or related fields (desirable).
• Previous CRM system experience (desirable).

Skills & Personal Attributes:

• Excellent verbal and written communication skills.
• Strong attention to detail.
• Ability to multitask in a fast-paced environment.
• Work well under pressure and meet deadlines.
• Strong interpersonal skills and teamwork mindset.
• Proactive problem-solving skills.
• Proficiency in MS Word and Excel.
• Knowledge of FCA regulations and industry standards (desirable).
• Familiarity with industry terminology and best practices (desirable).
• FCA compliance training or certification (desirable).

Additional Details:

Commencement date: TBC

Contract duration: Permanent

Location: Office-based in Bracknell, with a hybrid work model.

Hours: Full-time, 09:00 – 17:30 Monday – Thursday; 09:00 – 17:00 on Friday.

Benefits: 25 days holiday (increasing with service), private healthcare after 1 year, pension scheme, onsite parking, company events.

Note: Successful candidates will undergo a basic DBS check and employment references. Tower Leasing is an equal opportunities employer. Applicants must have UK work eligibility. No agencies, please.