Tusker Contact Call Centre Advisor - Watford

Lloyds Banking Group; Watford; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading financial services group in the UK is looking for a Customer Service Representative within the Order and Delivery Team. The role requires exceptional communication skills and a commitment to exceeding customer expectations while managing car deliveries. The successful candidate will enjoy a supportive environment with a focus on employee wellbeing and diversity. Strong organizational skills and the ability to work collaboratively are essential for success in this position.

Benefits

Pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounted shopping benefits

22 days' holiday plus bank holidays

Generous parental leave policies

Qualifications

• Experience in managing inbound and outbound interactions through to completion.
• Ability to deliver difficult messages clearly and educate clients.
• High level of accuracy and attention to detail.

Responsibilities

• Provide excellent customer service within the Order and Delivery Team.
• Manage drivers' experience and liaise with dealers for car delivery.
• Exceed delivery targets and metrics through dedicated performance.

Skills

Customer service excellence

Excellent verbal and written communication skills

Strong organizational and time management skills

Conflict resolution skills

Team collaboration

Job description

Overview

The successful candidate will be responsible for working within the Order and Delivery Team assisting in all areas of the department, providing excellent customer service, whilst managing the driver's anticipation of waiting for their new car to be delivered by liaising with our dealers. The Order and Delivery Team is a highly visible area in the business, with key metrics and therefore dedication and a consistent strong performance is required to meet (and strive to exceed) the delivery targets each month. This role must support drivers by delivering the best service, through knowledge, education and passion to do the right thing, always putting the driver and their experience first.

Our Car Benefit Scheme gives employees access to affordable, fully maintained and insured cars for a fixed monthly amount delivered through a salary sacrifice employee benefit arrangement. Offering all fuel types, prices and over 1000 cars to choose from all by leading manufacturers. Please visit the Tusker car website for more information.

What You'll Need

• Experience of responsibility for all inbound and outbound interactions and always puts themselves in the drivers shoes to see things from their perspective and owns any interaction through to completion, proactively chasing responses internally and externally where needed to complete a task
• Responds to all interactions articulately and professionally, providing all the information required first time, and continually reviews what you are doing to look to make improvements and takes responsibility to find out if you don't know the answer
• Takes full accountability for the work and service you deliver, striving to exceed KPIs and SLAs
• Able to deliver difficult messages, using each opportunity to explain and educate
• Makes calls instead of sending emails in the first instance where possible and takes time to understand the driver needs
• Management of internal and external systems, keeping information accurate and up to date
• Is flexible to take on bespoke and ad hoc tasks allocated by Line Manager and assists with team training
• Coordinates multiple team responses to give a holistic response where required with experience of resolving complaints and difficult enquiries with first interaction and to become Champions and is empowered in first contact resolution (FCR)
• Excellent verbal and written communication skills with a polite and professional telephone manner
• Proactively looks for how to do the best job
• Inquisitive nature which asks questions about context and impact
• Manages self with strong organisational and time management skills
• Thrives when working as part of a team and is motivated by and understands the importance of achieving targets
• Ability to flex and prioritise to meet varied business pressures
• High accuracy levels and attention to detail
• Confident in handling conflict with the ability to explain how to others

We're on an exciting journey to transform our Group and the way we're shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

We're an award-winning car leasing company who have been providing company car and tax efficient car benefit schemes since 2009. We take pride in helping organisations offer their employees a car that will have less impact on our environment, supporting planet positive mobility and a brighter more sustainable future. We're committed to driving down emissions by getting people into newer and more environmentally friendly cars. We genuinely care about the world we live in and know that our customers do too. This is why we work with each and every one to offset the carbon emitted by each salary sacrifice car put on the road through our schemes.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop. We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Our focus is to ensure we're inclusive everyday, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

We Also Offer a Wide-ranging Benefits Package, Which Includes

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 22 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Ready to start growing with purpose?