Customer Support Advisor

Overview

The primary purpose of this role is to manage all customer contact and enquiries during the contract, while delivering a professional high standard of customer service. The job holder will handle telephone enquiries and administer all customer requests using an in-house contract management system, using initiative to identify robust solutions for customer requirements and renewal opportunities to enhance Leasys revenue. All duties should respect Leasys service level objectives and quality standards.

Responsibilities

• Provide an exceptional telephone service to all customers, ensuring department service levels are met and a high-quality service is delivered.
• Understand customer requirements and provide suitable solutions aligned with company processes and procedures, focusing on customer retention and renewal opportunities.
• Manage all customer requests during the life of the contract using an in-house contract management system, including complex enquiries such as financial modifications; use initiative to find solutions and escalate to management when required.
• Manage the end-of-contract process to ensure prompt return of vehicles and proactively identify opportunities for extensions or renewals; develop knowledge of vehicle condition standards to manage end-of-contract charges and related enquiries.
• Support and drive the NPS by encouraging positive promoter feedback during customer interactions.
• Handle complex or difficult enquiries, providing tailored written responses and considering all solutions to avoid dissatisfaction; report and feedback on dissatisfaction or complaints per company procedures.
• Maintain current knowledge of products, procedures, and systems to act as a centre of expertise for customers, dealer network, suppliers, and internal departments; ensure compliance with regulatory obligations by following established procedures.
• Act on customer feedback to identify improvements to the overall experience and operational efficiencies; identify system or process inadequacies and propose solutions to the Customer Support Manager.
• Contribute to new initiatives to improve revenue, efficiencies, and customer satisfaction.
• Build and maintain relationships with the dealer network, field sales teams, and internal departments.
• Optimise conversion of new business opportunities and increase renewal opportunities through proactive engagement.
• Identify opportunities to upsell via effective quotations and product/service presentations.
• Undertake regular training to maintain awareness of compliance with statutory and regulatory requirements, FCA requirements, FOS rules, Treating Customers Fairly, and money laundering regulations; liaise with regulatory bodies as needed.
• In the absence of team colleagues, provide a seamless customer experience for all customers.
• Undertake ad-hoc duties as required by the Leasys Customer Support Manager or Head of Customer Support.

Qualifications and Experience

• GCSE/AS/A level or equivalent in Maths and English
• Experience in Customer Services is essential; call centre experience is desirable
• Desirable knowledge and experience of administering leasing products
• Excellent verbal and written communication skills
• Strong numeric and analytical skills with meticulous attention to detail
• Basic Excel skills preferred
• Knowledge of the Contract Hire and Leasing industry is preferred
• Effective communication with external customers, suppliers, and internal departments at all levels
• Ability to prioritise, multi-task, and work to deadlines
• Ability to use own initiative and be a team player

Equal Opportunity

Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, color, religion, sex, national origin, sexual orientation, disability or gender identity. Stellantis is also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, recognising organisations that pledge, demonstrate or advocate support to the armed forces community. Service personnel and their families are encouraged to apply. Please contact our recruitment team if you require any reasonable adjustments for any part of the recruitment process.

Job Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Customer Service
• Industry: Motor Vehicle Manufacturing