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Tusker - Customer Resolution Advisor, Watford

Lloyds Banking Group

Watford

Hybrid

GBP 29,000 - 31,000

Full time

30+ days ago

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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.

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