To contribute to the delivery of first excellent customer service by responding to and processing all Customer and Retailer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through day to day actions ensure compliance of all regulatory requirements and industry standards. To enhance the brand through continued commitment to the organisation's vision and values.
GENERAL DUTIES:
- Process all in life contract changes for Customers and Retailers including early settlements and Voluntary Terminations.
- Respond to and resolve inbound Customer/ Retailer enquiries; answer all verbal and written enquiries to Customer/Retailer satisfaction
- Update the Contract Management System accordingly
- Make outbound calls as appropriate
- Ensure Team Leaders/ Managers are aware of potential issues associated with work queues and workload backlog
- Meet individual performance targets
- Adhere to formal regulatory processes and policies
- Other duties as management may from time to time reasonably require.
- Own all Customer/ Retailer issues through to resolution
- Work effectively with colleagues in support functions around the business to maximise Retailer and Customer satisfaction
- Monitor own performance to ensure adherence to targets, deadlines and procedures
- Participate in department/business projects to generate innovative ideas that add value.
- Continually develop own knowledge and skills to ensure achievement of personal, team and departmental objectives
- Consistent focus on the needs of the Customer/ Retailer with the aim of providing value driven services
COMPETENCY/BEHAVIOURAL PROFILE (Person Specification) :
- Diligent
- Customer / Retailer focused
- Excellent attention to detail
- Ability to solve problems
- Analytical
- Numerate
- Assertive
- Tenacious
- Establishes appropriate degree of empathy
- Communicates with different audience types to reach mutual goals
- Maintains professionalism in all aspects of communication
- Self-driven, internally motivated
- Puts team and organisations goals above individual goals
- Welcomes and participates in change
- Able to interact with a team members and thrive in a team environment
- Able to interact with the Team Leaders/ Managers to accept feedback and change behaviour based on feedback
- Able to manage Customer and Retailer expectations
- Demonstrates sense of urgency in terms of meeting service and productivity targets
- Adaptive; can adjust to rapidly changing business environment
- Independent and able to work with minimal daily supervision
- Commercially Aware
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS
- Minimum of A levels or equivalent (Grades A* to C)
- 3 years' experience in a Customer or Retailer Service position preferred
- Experience in the automotive or consumer finance industry preferred
IT SKILLS PROFILE
- Excel and Word to Intermediate level
- Workflow management