Customer Service Advisor (Driver Care)

Position Overview

At Ayvens, progress starts with you. We are looking for Customer Service Advisors to join our Driver Care team located in Lyde Green, Bristol (BS16 7LB) on a permanent basis. This is a great opportunity for individuals who are passionate about delivering excellent customer service and enjoy working in a fast paced, customer focused environment.

Responsibilities

• Develop and maintain a comprehensive understanding of our multiple business channels and processes.
• Develop and maintain a detailed knowledge of each department's key responsibilities and functions, and build effective working relationships to ensure positive outcomes for the customer.
• Provide first line response across multiple mediums to all incoming customer queries and requests, delivering immediate resolution where possible and managing expectations in adherence to agreed service levels.
• Triage queries and complaints that cannot be resolved immediately, ensuring appropriate action is taken within agreed service levels.
• Use workflow processes to record queries and allocate tasks as appropriate, allowing completion by others when necessary.
• 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.
• Seek opportunities to improve service delivery and customer satisfaction, and make suggestions as appropriate.
• Undertake training to meet legislative requirements.

Qualifications

• Proven experience in managing customer expectations and service delivery.
• Excellent communication skills - written and verbal.
• Understanding of legislative guidelines and ability to find solutions within those frameworks.
• Problem solving ability and a focus on process improvement.
• Ability to influence others and manage difficult situations.
• Commercial awareness and understanding of business processes.
• Comfortable working on the phone with a can do attitude, as this is a telephone based role.

What We Offer

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

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn't exactly align, we would encourage you to apply regardless!