Customer Service Advisor (Driver Care)

Customer Service Advisor - Driver Care Team

At Ayvens, we are looking for Customer Service Advisors to join our Driver Care team located in Lyde Green, Bristol (BS16 7LB) on a permanent basis.

Key Responsibilities

• Develop and maintain a comprehensive understanding of our multiple business channels and processes.
• Maintain detailed knowledge of each department's key responsibilities and build effective working relationships to ensure positive customer outcomes.
• Provide first line response across multiple mediums to all incoming customer queries and requests, delivering immediate resolution where possible and managing expectations within agreed service levels.
• Triage all queries and complaints when immediate resolution is not possible, ensuring appropriate action is taken to resolve within agreed service levels.
• Use workflow processes to record queries and allocate tasks accurately, enabling completion by others when appropriate.
• Proactively follow up and manage to conclusion any issues arising from customer feedback mechanisms.
• Make proactive calls to customers as part of our Customer Excellence strategy.
• Identify opportunities to improve service delivery and customer satisfaction and make appropriate suggestions.

Skills and Experience Required

• Proven experience in managing customer expectations and service delivery.
• Excellent communication skills - written and verbal.
• Experience in working within legislative guidelines and finding solutions within the framework.
• Problem solving ability and a drive for process improvement.
• Capability to influence others and manage difficult situations.
• Commercial awareness and understanding of business processes.
• Telephone based role experience; able to handle high volume and remain calm with a can do attitude.

What We Offer

• Salary: £27,030 per annum
• Competitive pension scheme with annual reviews and a bonus scheme.
• Give As You Earn (GAYE) scheme.
• Employee referral bonus of £1,000.
• Retail discounts programme.
• GymFlex membership options and Cycle to Work scheme.
• Health & Wellbeing benefits: life assurance, health assessment, travel insurance, dental insurance, critical illness cover, personal accident insurance.
• 25 days' annual leave plus an additional Celebration Day.
• 37.5 hour week, Monday to Friday, no weekends.
• Holiday buy and sell scheme.
• Volunteer days and time allocated for personal development and study support.
• Free parking, EV charging points, bike storage and shower facilities, complimentary breakfast, staff and social events.

Equal Employment Opportunity

Ayvens is committed to building a diverse, inclusive, authentic workplace. We welcome applications from all backgrounds, even if your experience does not exactly match the criteria.