Part Time 16 hours Customer Service

This position is responsible for providing a top-class customer experience throughout the customer journey within the Customer Services Team, reporting directly to the Customer Services Team Leader. The role requires a strong commitment to clearly defined responsibilities and consistent alignment with the company's values and behaviours.

Key Responsibilities

Deliver outstanding customer service, maintaining the highest standards at all times.
Process customer service tasks, ensuring all actions are completed within required timeframes:
Collect daily rental payments via direct debit.
Send welcome letters and other correspondence to customers.
Ensure timely completion of CCA regulatory statements for customers.
Keep customer details up to date and accurate based on provided information.
Issue finance settlement quotes efficiently, meeting departmental KPIs.
Handle all customer queries in a professional and efficient manner.
Adhere to FCA regulations for processes such as early termination, the unwind process, and vehicle finance cancellations.
Log all customer interactions accurately and promptly in the system.
Complete and send files to Credit Reference Agencies by set deadlines.
Submit daily asset registration files to relevant bureaus to secure company assets, updating records as needed.
Address customer requests and queries promptly across various communication channels.
Maintain accurate customer data, adhering to GDPR and Data Protection regulations.
Attend training sessions (internal and external) to stay updated on operational, regulatory, and compliance guidelines, as well as legislative changes.
Provide timely and accurate reporting while monitoring departmental trends.
Work collaboratively with team members and other departments to ensure high service levels, maintain positive relationships, and contribute to shared objectives.

Operating Hours

35 hours per week, with flexibility required to cover trading hours. Typical shifts span 5 days per week, including weekends as agreed with the line manager.
Business hours:
Monday to Friday: 8 am - 8 pm
Saturday & Sunday: 9 am - 6 pm

Required Knowledge and Experience

Business Experience:

Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Flexibility to work outside standard hours, including bank holidays and weekends, as needed.
At least 3 years of experience in a Customer Services Administrator or similar role.

Values and Behaviours:

A positive attitude focused on continuous improvement.
An open and transparent communication style.
Flexibility and adaptability.
High attention to detail, with strong numerical and analytical skills.
A collaborative and supportive team player.