At a Glance
- Tasks: Deliver top-notch customer service via phone, email, and digital channels.
- Company: Join a leading automotive company with a commitment to quality and inclusivity.
- Benefits: Flexible work options, competitive pay, and a supportive team environment.
- Other info: Opportunities for growth and development in a dynamic workplace.
- Why this job: Make a real difference by helping customers and resolving their queries.
- Qualifications: GCSEs in Maths and English, plus 1-2 years in customer service.
The predicted salary is between 24000 - 28000 £ per year.
Primary purpose of position: To deliver a professional, high‑quality customer experience by managing first‑line customer contact and enquiries throughout the contract lifecycle, resolving standard and low‑complexity cases quickly across phone, email and digital channels, while meeting Leasys service level objectives and quality standards. The role uses established processes, scripts and templates to provide accurate information, complete administration and, where required, triage and transfer cases to Level 2 or specialist functions to ensure timely resolution.
Coventry Office Based - 3 days a week in the office (2 days at home after training is complete).
- Fast, accurate closure of standard/low‑complexity enquiries within agreed SLAs and quality requirements.
- Multi‑channel handling of incoming customer enquiries with professional telephone and written responses.
- Resolution of standard “quick close” cases, typically including: contract information / basic contract data enquiries (e.g., first‑line end‑of‑contract queries (return process information, where/how/when).
- Accurate case creation, categorisation, documentation and closure in CRM/contact systems.
- Correct transfer of cases requiring specialist processing (finance, contract management, full service, remarketing, sales support, supply chain), including clear customer updates.
- Handle inbound calls/emails/digital messages; apply customer identification/validation checks and record all relevant contract details in the case.
- Apply correct reason codes / categorisation to support routing, reporting and searchability; Resolve eligible Level 1 cases end‑to‑end and close without transfer; where transfer is needed, provide strong summaries, attach supporting documents, and set expectations with the customer.
- Work to service levels and queue discipline; flag recurring issues and process gaps to team leaders to improve customer experience.
Foreign Language skills:
Education level, professional qualifications, vocational training: ~ GCSE/AS/A level or equivalent in Maths and English.
1-2 years experience in Customer Services essential and within a call centre environment desirable.
~ Excellent communication skills required – ability to communicate both verbally and in writing.
~ Ability to use Excel at basic level is preferred.
~ We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability, or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply.
Customer Service & Administration Associate in Coventry employer: Leasys
At Stellantis, we pride ourselves on fostering a dynamic work environment that prioritises professional growth and a commitment to exceptional customer service. Our Coventry office offers a balanced hybrid working model, allowing you to thrive both in the office and at home, while being part of a supportive team dedicated to delivering high-quality customer experiences. With a strong emphasis on equal opportunity and recognition for our support of the armed forces community, we provide a workplace where every employee can feel valued and empowered to succeed.
