Customer Services Representative

Established since 1989, Tower Leasing Ltd is a funder with the support of brokerage facilities which enable companies across the UK to acquire much needed capital equipment through leasing. We create the opportunity for businesses to manage their cash flow whilst being able to secure the latest assets and technology which enables our customers to stay competitive within the market. Our services also provide the capability to deliver additional funding to support business growth with our wide range of finance solutions. The business is Private Equity backed and has ambitious strategic growth plans.

At Tower Leasing our people are our assets, with a growing team of 80+ people we strive to create a working environment where people can both achieve and succeed.

Due to expansion in the team we now have an exciting opportunity for a newly created role for a Customer Services Representative.

Job Purpose:

This role will support Tower Leasing’s Customer Services team, including end customers, suppliers, and funders. The role will provide support throughout the life cycle of lease agreements, resolving customer queries and complaints professionally and efficiently.

Responsibilities:

• Manage a wide variety of queries (calls, emails) using the Dynamics 365 CRM case system.
• Identify and assess customers' needs to ensure satisfaction.
• Deliver excellent customer service through efficient, professional, and polite problem-solving.
• Use knowledge and judgement to support customers and collaborate across departments to resolve issues.
• Ensure adherence to data protection policies when handling customer information.
• Provide constructive feedback to improve processes and procedures.
• Keep detailed records of customer interactions using CRM and Aspire systems.
• Refer cases under review by third-party collection partners following internal procedures.
• Follow communication protocols and company policies.
• Assisting with some basic administrative duties.
• Assist internal departments and legal partners with information requests.

Task-Specific Responsibilities:

• Handle straightforward customer complaints and follow up to ensure resolution within the time limits.
• Process terminations and forward to relevant funders.
• Assist with general end-of-lease enquiries.
• Action settlement and upgrade requests.
• Create and issue proforma invoices.
• Provide documentation such as copy invoices, agreements, and Welcome Packs.
• Generate account statements as requested.
• Maintain and update customer and account data in a clear and timely manner, including updates to: Billing addresses and emails, PO numbers, Equipment changes and Direct Debits.
• Set up third-party payment arrangements with correct documentation.
• Log and manage novation requests per procedures.
• Manage enquiries related to asset protection and liaise with insurance partners.
• Investigate payment enquiries including managing credit/refund requests in coordination with Accounts/Credit Control departments.
• Support unwind requests by gathering details, seeking approvals, and updating customers.
• Complete callback requests and answer incoming calls professionally.
• Share relevant information with funders promptly.

Required Skills & Qualifications:

• Experience working in a customer service environment.
• Experience in asset finance or a related field (desirable).
• Previous use of a CRM system (desirable).

Skills & Personal Attributes:

• Excellent verbal and written communication skills.
• Strong attention to detail.
• Ability to multitask in a fast-paced environment.
• Ability to work under pressure and meet deadlines.
• Strong interpersonal skills and a team-oriented mindset.
• Proactive problem-solving approach to customer service.
• Proficiency in MS Word and Excel.
• Knowledge of FCA regulations and the ability to comply with industry standards (desirable).
• Familiarity of industry-specific terminology and best practices qualification (desirable).
• FCA compliance training or certification (desirable).

Commencement date: TBC

Duration of contract: Permanent

Place of work: Location is office based in Bracknell, with working from home hybrid model

Hours: the post is full time 09:00 – 17:30 Monday – Thursday & 09:00 – 17:00 on Friday

Holiday: 25 days holiday increasing with length of service

Other benefits: Private healthcare after 1 year of service, company pension scheme, free onsite parking, company events

Please note due to the nature of our business the successful candidate will be subject to a basic DBS and employment reference checks.

Tower Leasing are an equal opportunities employer and we welcome applications from all backgrounds and abilities. If you require any reasonable adjustments making at any point through the recruitment process then please let us know.

Please note candidates must have eligibility to work in the UK to apply for this role.

No agencies please.