Driver Support Advisor - Watford, United Kingdom - Ashendon Recruitment Ltd

Ashendon Recruitment Ltd
Ashendon Recruitment Ltd
Verified Company
Watford, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

beBee Recruiter
Description
DO YOU WANT A ROLE WHICH IS NEVER BORING AND WHERE YOUR INPUT IS VALUED


LOOK NO FURTHER OUR CLIENT NEEDS YOU
Our client is an award-winning company who provide a popular car leasing schemes to individuals and companies. With over 900 customers they are currently undergoing a recruitment drive.


Our client is based in a fantastic location (Watford area) and free buses are provided from Watford Train station to their premises.


To support their drivers by offering the highest quality of service for generic or bespoke in life enquiries that do not naturally fall within the remit of their specialist teams throughout the business.

To support their drivers by delivering the best service, through knowledge, education and passion. To do the right thing whilst always putting the driver and their experience first.


Customer Service

  • Take full accountability for the work and service you deliver, striving to exceed KPIs and SLAs
  • Responsible for all inbound and outbound interactions in the team
  • Own any interaction through to completion, proactively chasing responses internally and externally where needed to complete a task
  • Respond to all interactions articulately and professionally, providing all the information required first time
  • Always put yourself in the drivers shoes to see things from their perspective
  • Take time to understand the drivers needs
  • Able to deliver difficult messages, using each opportunity to explain and educate
  • Continually review what you are doing to look to make improvements
  • Champion and be empowered in first contact resolution (FCR)
  • Take responsibility to find out if you don't know the answer
  • Management of internal and external systems, keeping information accurate and up to date
  • Is flexible to take on bespoke and ad hoc tasks allocated by Line Manager
  • Coordinate multiple team responses to give a holistic response where required
  • Demonstrate an ability to resolve complaints and difficult enquiries with first interaction
  • Assist with team training

Relationship Management

  • Build and maintain strong, professional relationships with colleagues and drivers
  • Pride yourself on being respectful to internal and external people
  • Be a role model when dealing with drivers
  • Stay calm and in control when dealing with difficult situations
  • Thrive as part of a team and do what is asked
  • Ask for and respond positively to all feedback provided
  • Give developmental and constructive feedback to colleagues

Finance & Legal

  • Ensure compliance with GDPR guidelines
  • Always ask security
  • Check the accuracy of your own work before confirming or sending anything

Business Growth

  • Know the business KPIs and how you impact them
  • Know and understands the team KPIs and how you impact them
  • Direct any opportunities to the relevant specialist teams
  • Believe in the Customer Experience and Journey and work to do the right thing for our drivers
  • Share continual improvement observations and ideas
  • Excellent verbal and written communication skills
  • Polite and professional telephone manner
  • Proactively looks for how to do the best job
  • Inquisitive nature which asks questions about context and impact
  • Manage self with strong organisational and time management skills
  • Thrive when working as part of a team
  • Ability to flex and prioritise to meet varied business pressures
  • High accuracy levels and attention to detail
  • Confident in handling conflict
  • Ability to explain how to others
  • Able to create concise notes and keep these updated for personal development
Our client is based in Croxley Green Hertfordshire you will need to live within easy commuting distance
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