Phone-Based Customer Care Advisor Service Excellence

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

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.