Senior Customer Service Advisor

Job Title: Senior Customer Service Advisor

Location: London

Salary: £28k basic

In the role of Senior Customer Support Agent, you will oversee the operation of our client’s front-line customer support activity at our London office.

Our client provides drivers with vehicle finance and short-term vehicles to rent so they can work for a well-established transportation company.

They help people who have often never owned a car before, or been declined credit, enter into an agreement where they work towards owning their own car.

Your role encompasses:

• General Customer Service
• Answering inbound calls
• Resolving customer queries or allocating to the responsible team member
• Managing customer support tickets on CRM
• Acting as a first point of escalation for any customer service complaints

Daily planning and work allocation:

• Identifying, organising and communicating team workload for customer support team
• Supporting the Ops Mgr & SMR Mgr by allocating outbound call requirements across the team

Vehicle and customer administration:

• Generating customer contracts in rental/loan management systems as part of the customer sign up process
• Ensuring all customer contracts are prepared and sent to customers alongside all vehicle documentation
• Overseeing the fleet and customer administration activity; this will include management of vehicle licence renewals, fines or penalties received into the business, and maintenance of vehicle and customer documentation

Management reporting:

• Compile data for management review on service statistics (e.g., inbound call data, customer service reviews, etc.)
• Provide weekly and monthly reports to management

Person requirements:

• Hard Working
• A friendly personality
• Good communication skills via email, phone, text, etc.
• A basic understanding of, and interest in, vehicles
• Strong attention to detail
• Team leader or supervisory experience (in a customer service role is preferred)
• Enjoy contributing to the team and growing with our company
• A good communicator, patient, understanding and genuinely enjoys helping customers
• Good time management and multi-tasking skills