Customer Support Executive

Job Description

Our client, a multi-brand operational leasing organisation, are looking to recruit a Customer Support Executive on a temporary, on-going basis.The individual will deliver a professional high standard of customer service by managing all customer contact and enquiries using an in-house contract management system. The individual will be expected to use their initiative in identifying robust solutionsfor customer requirements and to identify renewal opportunities to enhance revenue.The position will be based on either of our clients sites - Slough or Coventry. Once fully trained, the role will be hybrid working.Hours: 37.5 hours per weekPay Rate: £20,000 - £23,000 dependent on experienceJob Description

• Provide an exceptional telephone service to all customers, ensuring department service levels are met and that a high-quality service is delivered.
• The job holder will be expected to understand customer requirements and provide suitable solutions that are consistent with relevant company processes and procedures, whilst focusing on customer retention and identifying renewal opportunities
• Manage all customer requests during the life of the contract using an in-house contract management system, to include complex enquiries such as financial modifications. Individuals will be expected to use their initiative to find solutions that meet theneeds of the customer and to recognise when escalation to management is required.
• Manage the end of contract process to ensure prompt return of all vehicles and pro-actively identify opportunities for extensions or renewals where appropriate. Develop expertise and knowledge in relation to vehicle condition standards to ensure efficientmanagement of end of contact charges and associated enquiries.
• Drive the NPS survey by recommending customers when liaising on the telephone or via email to enable positive promoter feedback.
• Manage complex or difficult enquiries both verbally and by providing tailored written responses, ensuring all possible solutions to avoid customer dissatisfaction are considered. Where necessary report and feedback dissatisfaction or complaints respectingrelevant company procedures
• Maintain a current and comprehensive knowledge of products, procedures, and systems to act as a centre of expertise for customers, the dealer network, key suppliers, and internal departments. You will need to understand and maintain awareness of complianceand ensure that our regulatory obligations are met by following the procedures in place.
• Act on customer feedback by identifying opportunities to improve the overall customer experience, whilst taken into consideration operational efficiencies. Where appropriate identify inadequacies in systems, processes, and internal controls, by providingsolutions and recommendations to the Customer Support Manager aimed at improving both customer service and departmental performance.
• Contribute to the creation and subsequent implementation of new initiatives with the objective of improving revenue, efficiencies, and customer satisfaction.
• Build and maintain relationships with the dealer network, field sales teams and other internal departments
• Optimise the conversion of new business opportunities, by working proactively in order to increase renewal opportunities.
• Increase the penetration of additional value adding products / services through effective modelling and presentation of quotations and identifying upselling opportunities.
• Undertake regular training to maintain awareness of compliance with various statutory and regulatory requirements, FCA requirements, FOS rules and regulations, Treating Customers Fairly, disclosure of confidential information, money laundering and liaisonwith various regulatory bodies.
• In the absence of team colleagues, provide a seamless customer experience for all customers.
• Undertake ad-hoc duties as required by the Customer Support Manager or Head of Customer Support

Required Knowledge and Skills

• GCSE/AS/A level or equivalent in Maths and English
• Experience in Customer Services essential and within a call centre environment desirable
• Desirable to have knowledge and experience of administering leasing products.
• Excellent communication skills required - ability to communicate both verbally and in writing.
• Strong numeric and analytical skills with meticulous attention to detail
• Ability to use Excel at basic level is preferred.
• Knowledge of Contract Hire and Leasing industry - Preferred.
• Effective communication skills: ability to liaise and communicate with external customers, suppliers, and internal departments at all levels.
• Ability to prioritise and multi-task.
• Good communication skills, written and verbal.
• Ability to use own initiative.
• Able to work to deadlines.
• Ability to work well in a team environment.

Successful applicant will be subject to criminal record and financial check - cost will be met by the employer.Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://candidate-privacy