Customer Service Advisor

at  ArvatoConnect

ABOUT US

We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.
We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies – and ultimately grow and confidently embrace the future.
We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.

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.
• Minimum of 5 GCSEs grades A-C, including Maths and English language.
• 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.

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.

STILL LIKE WHAT YOU SEE. IF WANT A ROLE WHERE YOU’RE ENCOURAGED TO BE 100% YOU EVERY DAY AND YOU’RE HAPPY WITH THE FOLLOWING FINAL POINTS, GET IN TOUCH AND APPLY TODAY!

• Financial Checks will be undertaken on all successful candidates. Any CCJ’s, bankruptcies or IVA’s must be declared at interview stage and proof that payment plans are in place will be required
• You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks
• You will need a quiet and comfortable ergonomic workstation when working remotely
• Full availability during training required, this will be fully site Monday to Friday 9-6 for the first 4 weeks