Customer Service Advisor (Driver Care)

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

We are looking for Customer Service Advisors to join our Driver Care team located in Lyde Green, Bristol (BS16 7LB) on a permanent basis. We are specifically keen to hear from applicants who have experience within a customer facing role.

The key responsibilities of the role are as follows:

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 and experience required

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,