Overview
Hybrid Customer Service Advisor
Start Date: 28th of October
Hours: Monday - Saturday between 8am - 8pm
Applicants must have full availability to attend full-time on-site training; 28th October – 22nd November (Monday - Friday, 9am-6pm)
Salary: £26,759
About ArvatoConnect
ArvatoConnect is a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and connect with those who matter most. ArvatoConnect is not content with being good enough, and ArvatoConnect never rest on ArvatoConnect's laurels.
ArvatoConnect develop and deliver innovative, technology-led solutions to enable ArvatoConnect's clients to form stronger connections, increase loyalty, create efficiencies, and ultimately grow and confidently embrace the future.
ArvatoConnect is shaping a better future for the world too, empowering ArvatoConnect's people and communities, building an inclusive and diverse culture, reducing ArvatoConnect's environmental impact, and creating a resilient supply chain.
The Role
Step into the role of a Customer Services Advisor, where you'll be at the forefront of delivering outstanding service to automotive customers. Your primary responsibility will be to assist customers with their finance agreements through multiple channels, ensuring their needs are met with professionalism and care. You’ll handle a wide range of customer inquiries, from general product and service questions to more specific requests such as updating personal details, adjusting payment methods, resolving settlement and balance issues, and managing vehicle-related queries. Additionally, you'll manage important administrative tasks, including vehicle registration changes and payment method updates.
This role is critical in supporting a key client in the automotive Financial Services sector, aligning with their strategic goals to engage customers throughout their journey. By providing a best-in-class customer experience and ensuring accurate, first-time transaction processing, you will play a vital part in enhancing customer satisfaction and loyalty.
Key Responsibilities and Accountabilities
- Collaborate with the team to deliver a best-in-class customer experience, ensuring “right first time” transaction processing and administration.
- Provide extensive product and service knowledge, acting as a brand ambassador with integrity to guide, advise, and understand customer needs.
- Respond to and resolve customer queries related to financial settlements and contract terminations, offering guidance within a regulated framework while nurturing positive customer relationships.
- Manage the end-to-end customer journey for material changes to finance agreements, coordinating with all relevant parties to achieve resolution.
- Handle sensitive customer scenarios with empathy, integrity, and transparency, taking ownership of the entire customer journey.
- Demonstrate strong dispute and objection-handling skills, exploring various options to resolve queries and secure desired customer outcomes.
- Take ownership of customer concerns, acting as the primary contact and providing direct contact information to build confidence.
- Serve as an intermediary between customers and appropriate departments to ensure satisfaction.
- Actively build trust with customers, demonstrating an open and honest approach.
- Ensure ownership of promises made and follow through on commitments.
- Provide premium customer service, ensuring fair treatment for all customers, especially those identified as vulnerable or in financial hardship, in line with regulatory and company policies.
- Adhere to internal policies and processes to ensure all administrative tasks are completed accurately and appropriately.
Knowledge, Skills & Qualifications
- Experience communicating with a high volume of customers to deliver outstanding service, preferably in a contact centre using various channels.
- Proven experience in a Financial Services regulated environment is preferred; however, candidates with a strong customer service background will be considered, with full training provided.
- Experience organizing and coordinating tasks in a high-volume, detail-oriented, deadline-driven environment.
- Demonstrated ability to work in a dynamic, fast-paced environment while ensuring high-level customer service to both external and internal customers, recognizing the importance of their vehicles.
In return, ArvatoConnect’ll offer you:
- Advisors: 25 days (Plus 3 public/bank holidays which must be taken to cover Christmas day, Boxing Day & New Year's Day) (Pro Rata)
- Excellent on-the-job training and ongoing core skills development
- Life assurance and access to a company pension scheme (after qualifying period)
- Exclusive staff discounts at holiday, leisure & other retailers
- An employee assistance programme to ensure your wellbeing
- Monthly employee-voted awards to recognise your achievements
- Unique career opportunities within this client partnership
Diversity & Inclusion Statement
It’s ArvatoConnect's differences that make ArvatoConnect's organisation stronger, and ArvatoConnect work to ensure that all ArvatoConnect's colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are ArvatoConnect a Disability Confident Committed Employer, but ArvatoConnect also believe in continuously strengthening ArvatoConnect's female talent, standing with the LGBTQI+ community and celebrating ArvatoConnect's multicultural workforce.
