Tusker Contact Call Centre Advisor - Watford in Rickmansworth

The successful candidate will be responsible for working within the Order and Delivery Team assisting in all areas of the department, providing excellent customer service, whilst managing the driver's anticipation of waiting for their new car to be delivered by liaising with our dealers.

The Order and Delivery Team is a highly visible area in the business, with key metrics and therefore dedication and a consistent strong performance is required to meet (and strive to exceed) the delivery targets each month.

This role must support drivers by delivering the best service, through knowledge, education and passion to do the right thing, always putting the driver and their experience first.

Responsibilities

• Experience of responsibility for all inbound and outbound interactions and always put themselves in the driver's shoes to see things from their perspective and own any interaction through to completion;
• Proactively chase responses internally and externally where needed to complete a task;
• Respond to all interactions articulately and professionally, providing all the information required first time, and continually review what you are doing to look for improvements and take responsibility to find out if you don't know the answer;
• Takes full accountability for the work and service you deliver, striving to exceed KPIs and SLAs;
• Deliver difficult messages, using each opportunity to explain and educate;
• Make calls instead of sending emails in the first instance where possible and take time to understand the driver needs;
• Manage internal and external systems, keeping information accurate and up to date;
• Be flexible to take on bespoke and ad hoc tasks allocated by Line Manager and assist with team training;
• Coordinate multiple team responses to give a holistic response where required, experience of resolving complaints and difficult enquiries with first interaction and to become Champions and be empowered in first contact resolution (FCR);
• Exhibit excellent verbal and written communication skills with a polite and professional telephone manner;
• Proactively look for how to do the best job, be inquisitive, ask questions about context and impact;
• Manage self with strong organisational and time management skills; thrive when working as part of a team and be motivated by and understand the importance of achieving targets;
• Ability to flex and prioritise to meet varied business pressures; maintain high accuracy levels and attention to detail;
• Confident in handling conflict with the ability to explain how to others.

Qualifications

• Strong verbal and written communication skills;
• Excellent customer service orientation and empathy;
• Proactive and self‑directed with strong organisational and time‑management skills;
• Ability to manage multiple stakeholders and systems concurrently;
• Positive attitude, inquisitive nature and willingness to learn;
• Capability to handle conflict and difficult conversations;
• Commitment to meeting and exceeding KPIs and SLAs.

Benefits

• Car
• Benefit

Scheme: access to affordable, fully maintained and insured cars for a fixed monthly amount through a salary sacrifice arrangement, with over 1,000 cars from leading manufacturers and all fuel types included.

• Generous pension contribution of up to 15%; annual performance‑related bonus; share schemes including free shares.
• Wide-ranging benefits package including discounted shopping, 22 days' holiday plus bank holidays, wellbeing initiatives and generous parental leave policies.
• We are a diversity‑confident employer and support reasonable adjustments to the recruitment process.
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