Dealership Support Agent

A bit about us...

Please allow us to celebrate our own success for a moment... We've built a customer-centric product that is market-leading, and we are smashing it!

We're a multi-award-winning digital payments and insight platform within the automotive industry. We work with over 5,000 automotive retailers, helping drivers to pay for motoring costs, accessories, and other services through a variety of different payment options. Our purpose is to build a solution that gives drivers peace of mind while enhancing customer experience and assisting with dealer profitability.

Bumper is a fast-growing payments scale-up and we’re excited to continue building on our growth having completed a successful Series B funding round in 2024. We’re looking to hire a dynamic and passionate Dealership Support Agent, based in Sheffield (hybrid - 3 days a week in the office).

Our Head Office is in Sheffield City Centre, with offices also based in London and Turkey. We've also expanded further, bringing retailers in Ireland, Germany, Spain, and the Netherlands on board, with the vision of being the leading automotive payment and insights platform!

A bit about the role...

The Dealership Support Agent at Bumper plays a vital role in our dynamic and fast-paced Operations team by providing exceptional service, managing client inquiries, and ensuring a high level of satisfaction.

This role requires a blend of communication skills, problem-solving abilities, numeracy and the capacity to meet key performance indicators (KPIs) and service level agreements (SLAs).

Day-to-day responsibilities:

• Handle inbound dealership contacts via telephone, email and live chat
• Strive for high first-time resolution rates, minimising inbound wait times
• Maintain a focus on delivering excellent service and ensuring a high level of satisfaction from our valued partners.
• Support dealerships with queries regarding invoicing and settlement, using your product understanding and numeracy explain settlements and billing
• Gather, review and upload partner data to ensure that dealerships can be onboarded onto our payment platform smoothly. Explain additional KYC requirements to dealerships who may need to provide more complex information
• Strive to achieve and maintain targets for quality and productivity as set by the company
• Adhere to company policies and Consumer Duty guidelines in all interactions
• Ensure compliance with industry regulations and data protection laws
• Efficiently manage tasks and workloads within defined SLAs and KPI targets
• Maintain accurate and up-to-date reports on interactions and tasks
• Experience managing your own workload, with the ability to prioritise competing demands, meet deadlines and work independently without close supervision.

We are a passionate and professional team, and we’re excited to welcome a Dealership Support Agent who shares our vision of making Bumper the leading automotive payment and insights platform!
In this role, you’ll have the opportunity to work in a dynamic, fast-paced environment where you’ll support our dealership partners by phone, email and live chat, helping them with invoicing, settlements and onboarding onto our payment platform. If you have experience in a B2B support or helpdesk role, strong numeracy and IT skills, and enjoy solving problems while delivering excellent service, we’d love to hear from you!

• Previous experience in Business to Business support or helpdesk role is essential
• Strong Numeracy – Maths Grade 4/C at GCSE is essential, with AS or A-Level qualification a plus
• Strong IT Literacy is essential
• Financial services and/or invoicing experience is a plus
• Ability to speak Spanish to B2 proficiency or higher is a plus
• Strong verbal and written…