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End Of Contracts Advisor

Job Description

Calling all Customer Service professionals.

Do you have 1 years experience in customer services?

Can you commute to Redhill?

Would you like an amazing opportunity to work for a massive industry leading company?

We are looking for an exceptional Customer Service Advisor to work in the End of Contracts Department.

Working hours are 36.25 Hours per week, Monday - Friday 9-5!

Salary: £19000

For further information on this exciting career opportunity, please apply on line now via this web page and we will get back to you immediately. Alternatively, please feel free to contact us in confidence on 020 89181400

PRIMARY PURPOSE OF THE POSITION

To deliver a high standard of customer service when responding to customer instructions, enquiries and requests in order to improve customer satisfaction and retention. The role holder will be expected to have a sound understanding of end-of-contract procedures, together with a thorough knowledge of the computer systems used to record and access information both internally and by our collection agents. The job holder will need to respond to complex or difficult customer enquiries and to assist in the enhancement of existing systems and perform to customer service and end of contract targets.

MAIN RESPONSIBILITIES

  • Provide an efficient and effective telephone service to all customers. You'll need to identify customer needs and act to ensure they're satisfied, consistent with department quality standards and procedures. In addition you'll need to respond to complex or difficult customers both in writing and verbally whilst liaising with manufacturers, external agents and internal departments as appropriate. You will need to produce tailored written responses, and ensure all customers concerns/requests are followed through to resolution or escalated respectively. This will include dealing with settlement requests, ad hoc queries and disputes.

  • Awareness of compliance with various statutory and regulatory requirements, in particular FCA requirements, Treating Customers Fairly, disclosure of confidential information, money laundering and liaison with various regulatory bodies.

  • Relay customer perceptions and comments, identify and analyse opportunities to improve processes, products and/or systems, providing recommendations and evidence to support proposed implementation.

  • Understand all departmental procedures and follow guidelines in order to provide accurate end of contract information to customers and internal departments. To respond directly to all requests to return vehicles and ensure that all information is correctly collated and communicated to external agents within given time lines. To process end of contract charges providing invoices for customers in order to receive by return outstanding debt payments

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