Customer Care - First Level Agent

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.

Location: Coventry Office Based - 3 days a week in the office (2 days at home after training is complete)

Salary: £26,000 - £26,500 based on experience

• Fast, accurate closure of standard/low‑complexity enquiries within agreed SLAs and quality requirements.
• High customer satisfaction and positive feedback through clear communication and “right first time” handling.
• Correct use of systems, templates, customer verification steps and complete case documentation.
• Effective triage: recognising when escalation/transfer is required and providing strong case notes to prevent rework.
• Strong teamwork and knowledge sharing to improve consistency and reduce repeat contact.

• 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., term, mileage)
• missing documents (e.g., invoices/credits/contracts) and document sending via agreed routes
• My Leasys portal guidance and first‑line troubleshooting
• General maintenance process guidance (and correct routing when approvals are needed)
• first‑line end‑of‑contract queries (return process information, where/how/when)
• initial accident notification intake and correct routing for repair approval flows
• 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.
• Use approved scripts/templates; tailor communications appropriately while maintaining accuracy and compliance.
• Apply correct reason codes / categorisation to support routing, reporting and searchability; include required identifiers (e.g., customer reference, vehicle identifier) in case titles/notes.
• 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.
• Manage “awaiting customer info” steps (e.g., suspend/pause per process), follow up within defined timeframes, and close with appropriate customer messaging when inputs are not received.
• 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.
• Required experience: 1-2 years experience in Customer Services essential and within a call centre environment desirable.
• Desirable to have knowledge and experience of administering leasing products.
• Excellent communication skills required – ability to communicate both verbally and in writing.
• Strong numeric and analytical skills with meticulous attention to detail.
• Ability to use Excel at basic level is preferred.
• Knowledge of Contract Hire and Leasing industry - Preferred.

• Effective communication skills: ability to liaise and communicate with external customers, suppliers, and internal departments at all levels.
• Ability to prioritise and multi-task.
• Good communication skills, written and verbal.
• Ability to use own initiative.
• Able to work to deadlines.
• Ability to work well in a team environment.

Stellantis is proud to be an equal opportunity employer. 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. Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.