Customer Service Advisor

Leeds Studio 3, Photon House, Percy Street Leeds Array Customer Service Advisor  Role:
Customer Service Advisor

Location:

Milton Keynes / Hybrid working

Hours:

Full time, permanent (08:30am–5:30pm with one hour lunch)
Salary: £25,397

An excellent opportunity has now arisen for a Customer Service Advisor to join our client’s successful team.

Freya Haggerty E:
T:

• Salary of £25,397
• Quarterly bonus scheme
• Hybrid working (2 days WFH / 3 days office based after training)
• Pension scheme
• Private healthcare
• Car scheme
• Death in service benefit
• 25 days holiday plus bank holidays, increasing with length of service
• Your birthday off work
• Free on-site parking
• Permanent, full-time position
• Supportive, sociable team environment
• Small business feel with a family-focused culture

• Managing and tracking customer service cases via the Case Management system in line with agreed SLAs
• Reviewing customer insurance qualifications against policy terms using AI systems or manually over the phone
• Confirming bookings promptly with customers via telephone and email
• Handling enquiries and reservations from dealers and customers to operational standards
• Amending bookings immediately in line with company procedures
• Proactively informing customers of any potential issues via phone, email, text or Whats App
• Raising taxi requests on external booking systems once approval is received
• Placing and managing reservations on external supplier systems
• Managing incoming calls to the Customer Service phone line, including dealer, client and customer queries
• Producing daily reporting when instructed
• Managing shared inbox enquiries to agreed service standards
• Liaising with suppliers to resolve issues and find solutions
• Managing booking closures and breakdown move-over processes
• Ensuring customers remain in continued hire during breakdowns
• Resolving issues between integrated systems
• Maintaining accurate administrative logs and updating case notes daily
• Escalating concerns to the relevant department or management when required
• Supporting wider Customer Service activities and providing cover as needed
• Managing investigation processes for driver verification

• Proven experience in a customer service or administration role
• Highly driven with the ability to work independently and as part of a team
• Comfortable working to tight deadlines while multitasking
• Strong Microsoft Office skills
• Confident using multiple IT systems and learning bespoke software
• Highly accurate verbal and written communication skills
• Professional, proactive and customer-focused approach
• Strong attention to detail and analytical ability
• Excellent telephone manner
• Able to build effective relationships with internal and external stakeholders

If you are interested in this role, please apply below with your most recent CV.

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