At a Glance
- Tasks: Support the Pending Team Manager and manage daily workload for referrals.
- Company: Join a dynamic team at Davies, focused on innovation and support.
- Benefits: Enjoy flexible working, career development, and a range of wellbeing initiatives.
- Other info: Great opportunities for career growth and community involvement.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Strong customer service skills and ability to coach others are essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: Birmingham
Shift pattern: Full-time 37.5 hours per week
Role Purpose
To provide day-to-day support to the Pending Team Manager while ensuring pending referrals are actively managed and progressed. The Motor Hire Senior acts as a senior point of contact within the team, supporting operational performance, maintaining quality standards, handling escalations, and providing guidance to team members. In the absence of the Manager, the Senior will assume responsibility for workload coordination and operational oversight.
What will your day look like:
- Operational Support
- Support the management of the Pending Team's daily workload.
- Ensure referrals are worked within agreed service levels.
- Monitor pending queues and prioritise urgent cases.
- Ensure VIP referrals are reviewed daily.
- Help drive conversion opportunities across the team.
- Support with workload allocation during busy periods.
- Customer & Referrer Management
- Handle complex customer and referrer enquiries.
- Assist with challenging conversations and objections.
- Ensure accurate updates are provided to referrers.
- Escalate issues requiring management intervention.
- Support excellent customer service delivery.
- Quality & Compliance
- Review referrals to ensure quality and accuracy.
- Support compliance checks and process adherence.
- Ensure security documents are reviewed and stored correctly.
- Monitor system notes and record keeping standards.
- Support quality monitoring activity and provide feedback.
- Team Support
- Act as a point of contact for team members.
- Assist with coaching and knowledge sharing.
- Support the onboarding and training of new starters.
- Provide guidance on processes and procedures.
- Support team engagement and morale.
- Management Support
- Assist the Pending Team Manager with reporting and administration.
- Monitor team workloads and service levels.
- Support performance management activities.
- Cover management responsibilities during periods of absence.
- Escalate operational risks and issues where required.
Knowledge and Abilities:
Essential
- Strong customer service experience.
- Excellent communication skills.
- Ability to prioritise and organise workloads.
- Strong attention to detail.
- Problem-solving and decision-making skills.
- Ability to coach and support colleagues.
- Good understanding of booking and referral processes.
Desirable
- Previous experience within vehicle hire, claims, insurance, or accident management.
- Experience acting as a senior or mentor within a team.
- Understanding of performance management and quality processes.
Benefits
- Career & Purpose
- Davies Innovation Lab
- Leadership training programme
- Funding for professional qualifications
- Thrive at Davies; learning opportunities
- Environmental & Social
- The Davies Foundation
- Local charity funding
- Pennies To Heaven
- Employee Resource Groups
- Employee volunteering programme
- Financial Health
- Pension, 5% employee and 5% employer contribution
- My Choices at Davies provides; High Street discounts and Financial wellbeing hub
- Life assurance: x4
- Refer a Friend
- Cycle to Work Scheme
- Lease car salary sacrifice
- Davies Incentive Plan
- Enhanced maternity, paternity and adoption pay
- Mental, Physical & Emotional Wellbeing
- Wellbeing centre; move, munch, money & mind focus
- Discounts with 100's of UK retailers
- EAP; 24/7 confidential helpline
- 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
- Flexible working
- Dress for your day
- Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
- Flexible benefits include; holiday purchase plan and an opportunity to purchase health cash plan and BUPA dental plan
Motor Hire Senior in Birmingham employer: Davies
Davies is an excellent employer, offering a vibrant work culture in Glasgow that fosters professional growth and development for its employees. With a focus on collaboration and innovation, the company provides comprehensive training and mentorship opportunities, ensuring that you can thrive in your role as a Senior Paralegal. Additionally, the dynamic legal environment allows for meaningful contributions to motor litigation cases, making your work both rewarding and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Motor Hire Senior in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Davies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Davies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Motor Hire Senior in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Davies:Your cover letter is your chance to shine! Tell us why you want to work at Davies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Davies!
How to prepare for a job interview at Davies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
