Tusker - Customer Resolution Advisor, Watford

Lloyds Banking Group; Watford; Hybrid; GBP 29,000 - 31,000; Full time

Job summary

Join Lloyds Banking Group as a Driver Satisfaction Advisor in Watford, where you'll manage driver complaints and support the team in ensuring exceptional service. This full-time position offers opportunities for professional growth within an inclusive and flexible workplace. Enjoy benefits like a generous pension contribution, bonuses, and numerous employee discounts.

Benefits

Up to 15% pension contribution

Annual performance bonus

Share schemes including free shares

Flexible benefits like discounted shopping

22 days’ holiday plus bank holidays

Wellbeing initiatives and parental leave policies

Qualifications

• Proven customer service experience is essential.
• Strong communication skills are a must.

Responsibilities

• Support and manage driver complaints, escalate when appropriate.
• Analyze complaint data to identify root causes.
• Improve driver experience through feedback analysis.

Skills

Excellent written and verbal communication skills

Previous customer service experience

Attention to detail

Job description

End date: Thursday 09 May 2024

Salary range: £29,431 - £30,980

We support agile working: Click here for more information on agile working options.

Agile Working Options: Flexibility in when hours are worked

Job description

• JOB TITLE: Driver Satisfaction Advisor
• SALARY: £29,431
• LOCATION(S): Watford
• HOURS: Full-time
• WORKING PATTERN: For the first 6 months, in-office for 5 days a week, then hybrid with at least three days per week at Watford office

About this Opportunity

Support and manage driver complaints, escalate to a Resolutions Manager when appropriate, and ensure timely responses.

About us / Why Lloyds Banking Group?

We’re transforming our Group to shape finance for good, investing in technology, workplaces, and colleagues. We’re an award-winning car leasing company committed to environmentally friendly mobility and reducing emissions through our schemes. Our Car Benefit Scheme offers employees affordable, fully maintained cars via salary sacrifice, with a wide selection from leading manufacturers. Visit www.tuskerdirect.com for more information.

What you’ll need

• Support Resolution Managers to respond to drivers within SLA
• Respond to driver feedback on Feefo
• Acknowledge new complaints, providing contact details of Resolution Managers
• Complete KPI and monthly reports for service scores
• Analyze complaint data to identify root causes
• Improve driver experience through feedback analysis
• Support drivers via outbound calls for negative feedback

Useful experience

• Excellent written and verbal communication skills
• Previous customer service experience
• Attention to detail

Working for us

We promote inclusivity, diversity, and belonginess. We welcome applications from under-represented groups and are disability confident. Reasonable adjustments available upon request.

Benefits

• Up to 15% pension contribution
• Annual performance bonus
• Share schemes including free shares
• Flexible benefits like discounted shopping
• 22 days’ holiday plus bank holidays
• Wellbeing initiatives and parental leave policies

If you’re excited to join us, get in touch. We’d love to hear from you.