End of Contract Advisor

End of contract advisor - Milton Keynes

Division: MBFS

Role: NRV - End of Contract Advisor x 2

Pay rate: £12.21 per hour PAYE

Start: ASAP

Duration: 6 months initially

Working hours: Mon - Fri - 37.5 hours per week - 08:30 - 17:00 with a 1-hour lunch break.

Location: Tongwell 3 days per week, WFH 2 days per week

Your New Role:

In this role, you will be responsible for contacting customers who have not returned their vehicle and work towards a safe and timely return or offer them the other finance options available to them. We also within this role, would look at obtaining the customer's intention towards the maturity of a customer's finance agreement, whilst ensuring the delivery of an efficient, effective and high-quality service to MBFS customers, retailers and key stakeholders. This can be provided in many forms, including email management, customer extensions, customer refinancing and potential outbound calling.

Responsibilities:

• Contact customers who have not returned their Mercedes-Benz vehicles and establish effective communication to understand the reason behind the delay.
• Provide exceptional customer service by addressing customer concerns, answering questions, and clarifying any issues related to the return process.
• Collaborate with the customer and relevant departments to identify and resolve any obstacles preventing the return of the vehicle.
• Maintain accurate and up-to-date records of all customer interactions, including calls, emails, and other communication channels.
• Follow established protocols and procedures to ensure compliance with company policies and regulations.
• Provide regular updates to management and other relevant stakeholders on the progress of non-returned vehicles.
• Collaborate with other team members to share knowledge, best practices, and contribute to a positive work environment.

What You'll Need to Succeed:

• Previous experience in customer service or a similar role is preferred.
• Consistently self-motivated with the ability to work within a pressurised environment.
• Enthusiastic to embrace ownership of problems and resolve them to a positive conclusion within critical time frames.
• Must be able to demonstrate strong attention to detail within processing and communications.
• GCSE or equivalent English Language and Mathematics is preferable.
• Demonstrate ability to learn and employ finance and credit-control knowledge.
• Previous customer service experience with effective telephone skills is desirable.
• Strong problem-solving and negotiation skills to effectively resolve customer issues and ensure the safe return of vehicles or offer other finance options.

What You'll Receive in Return:

• Opportunity: Work with a leading automotive brand.
• Modern Facilities: The recently refurbished headquarters in Tongwell, Milton Keynes, offer amenities such as an onsite café, hot desks, and free parking.
• Technology: Contingent workers receive their own laptop.
• Silent Room: A dedicated space in the Tongwell office for prayer or reflection.
• Long-Career Progression: Potential for permanent role opportunities.

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.