Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Assist with customer queries and manage vehicle applications in a fast-paced environment.
- Company: Join a leading automotive company focused on customer satisfaction and innovative solutions.
- Benefits: Enjoy flexible working options, competitive pay, and opportunities for career growth.
- Why this job: Be part of a dynamic team that values your input and fosters a supportive culture.
- Qualifications: GCSEs in Maths and English; customer service experience is a plus.
- Other info: Gain valuable skills in the automotive industry while making a real impact.
The predicted salary is between 28800 - 43200 £ per year.
Strong Customer Services; Automotive; Administration; IT Skills
Job Role
The Group Car Scheme advisor will maintain the accurate details for all new starter and additional driver applications, including carrying out licence checks with our supplier, creating a customer record within the GCSO system, ensuring eligibility and Insurance criteria are met in line with guidelines, maintaining Affordability Policy is adhered to and allowances set up accordingly and liaising with employees to find them a suitable vehicle for their start date. The Group Car Scheme advisor will maintain the accurate details for the management of our retired OFK population: the order to delivery process, the maintaining of monthly direct debit payments, the calculation of final deductions for returned vehicles, the calculation and deduction of fines/excesses via direct debit and for providing purchase price quotes in an accurate and timely manner. The Group Car Scheme advisor will maintain the accuracy of the order delivery processes, including maintaining customer data in line with GDPR, the production of Credit Sale and Loan Agreements, quoting for the Group Car Scheme Bikes and OFK vehicles through the Fleetware system. In addition, the accurate setting of contracts live within Fleetware and for Bike and OFKs, this includes checking that all invoices match in every case. The role holder will perform the running and analysing of the weekly order banks to ensure all vehicles have been set live and will run and provide monthly payroll and live fleet reporting to the HRMs across the Group. The Group Car Scheme advisor will provide customer support for any in-life queries/issues; processing fines through employee payroll, supporting customers through the telephone, drop in\’s and email for any Car Scheme queries, maintaining scheme compliance in line with FCA regulations, maintain the provision of fuel cards and maintaining relationships with our preferred suppliers. In addition, the role holder will support customers with updating payroll, liaise and escalate any licence queries raised by our supplier (revoked licences etc) and provide Purchase Price quotations for leavers and liaise with HRM for Settlement Agreements and Retirees; managing the purchase process in the Fleetware system and with Thorne to update the V5. Responsible for investigating all Customer Complaints to reach a high standard of resolution. Understanding the situation and working with the Business Customer Escalations team to ensure feedback and resolution is delivered in a timely manner. Responsible for maintaining the payroll deductions or disputes at the end of the contract include Fail 1, Fail 2, Immediate Fail and unauthorised repairs, PTI deductions, and any required contract charges. The role holder will provide HRMs with supporting evidence following removal of employees from the scheme or support with the setting of any required ordering restrictions. In addition, the Group Car Scheme Advisor will be responsible for generating Adhoc invoices for our Direct Debit customers. Responsible for maintaining bespoke and sensitive employee queries/issues either directly with the employee or via the HRMs; including supporting with affordability (financial difficulties, change in circumstances), Insurance (Driving ban/accident), Health (Special ordering requirements), Leaving the business (Retiree, leaver or on a settlement agreement) and escalating to Group Car Scheme Co-ordinator where appropriate. When the Group Car Scheme contract comes to an end, the Group Car Scheme Advisor is responsible for maintaining end-of-contract duties, including the calculation of termination fees and returning cars to the Fleetware system and importing Appraisal and Disposal Invoices. Responsible for ensuring process and procedures adequately take into account our Consumer Duty responsibilities and that we have appropriate processes for identifying and ensuring good customer outcomes, including for customers with characteristics of vulnerability. A key responsibility that each Associate ensures that they are aware of and maintain on an ongoing basis a working knowledge of the regulations and business obligations that affect their role.EducationMinimum GCSE, including Maths and English.Good understanding of the Fleet Industry Operational requirements.Skills Previous experience in a telephone-based customer service role in the Automotive or Financial Services industry is additional skills: special skills / technical ability etc.Computer-literate with sound knowledge of all Microsoft Office packages. Good level of numerical understanding and accuracy.
What you need to do now
If you\’re interested in this role, click \’apply now\’ to forward an up-to-date copy of your CV, or call us now.
If this job isn\’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the Fleetware system, as it's crucial for managing customer data and vehicle orders. Understanding how to navigate this software will give you a significant advantage during the interview process.
✨Tip Number 2
Brush up on your knowledge of GDPR regulations, especially in relation to customer data management. Being able to discuss how you would ensure compliance can set you apart from other candidates.
✨Tip Number 3
Prepare to demonstrate your problem-solving skills by thinking of examples where you've successfully resolved customer complaints in previous roles. This will show your ability to handle the responsibilities of the Group Car Scheme Advisor.
✨Tip Number 4
Research the automotive industry trends and challenges, particularly those related to customer service. Being knowledgeable about current issues can help you engage in meaningful conversations during your interview.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in the automotive or financial services sectors. Emphasise any administrative skills and IT proficiency that align with the job description.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the responsibilities of the Group Car Scheme Advisor role. Mention your understanding of customer service principles and how you can contribute to maintaining compliance and resolving customer issues.
Showcase Relevant Skills: In your application, clearly demonstrate your IT skills and familiarity with systems like Fleetware. Highlight your numerical accuracy and ability to handle sensitive information, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is essential for the Group Car Scheme Advisor position.
How to prepare for a job interview at Hays
✨Know the Role Inside Out
Make sure you thoroughly understand the responsibilities of a Customer Service Advisor in the automotive sector. Familiarise yourself with the Group Car Scheme and its processes, as well as the importance of compliance with FCA regulations.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past experiences that showcase your ability to handle customer queries effectively. Highlight any situations where you resolved complaints or provided exceptional service, especially in a telephone-based role.
✨Showcase Your IT Proficiency
Since the role requires good IT skills, be ready to discuss your experience with Microsoft Office and any relevant systems like Fleetware. You might even want to mention how you've used technology to improve customer service in previous roles.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific customer scenarios, such as dealing with complaints or managing sensitive issues. Think through your responses in advance, focusing on empathy and problem-solving skills.
