Customer Experience Admin

The UK's Top 25 Best Large Companies to Work For. Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity. Our journey began in 2006, and we're thrilled to have achieved significant milestones along the way. However, we're not resting just yet. We're continuously striving to reach new heights and achieve even greater successes with our team of over 450 Zutonites.

Behind taking a mortgage, buying a car is likely to be the second biggest purchase we make, and we know that our customers rely on their cars to get to work, take their children to school, take elderly relatives out at the weekend, the list goes on. We have always said, if we were to achieve our purpose of bringing simplicity and transparency to supporting hundreds of thousands of customers into cars, this would only be half of the story. From our very beginnings, we have always known that we were creating something special at Zuto; redefining what success looks like and leaving a legacy that we could all be proud of.

Role responsibilities:

• Delivering exceptional customer support throughout the car-buying journey and beyond.
• Addressing customer requests and inquiries promptly and efficiently via email.
• Support our processing department to deliver the correct correspondence from our dealers, customers and lenders promptly.
• Working in a fast-paced environment and subsequently being able to prioritise workload in busier times of the month.
• Ensuring all tasks are completed in compliance with FCA guidelines and other regulatory standards.
• Initially log any customer complaints within our CRM, transferring information from one system to another accurately.
• Collaborating closely with both customer-facing and non-customer-facing teams.
• Acting as the first point of contact for customers experiencing issues with their vehicle or service via email.
• Performing administrative tasks, data collection, and Ad-hoc phone-based tasks.
• Supporting other teams during peak periods to ensure business needs are met.

Experience, skills and qualifications required:

• Proven experience in a fast-paced contact centre setting.
• Positive, proactive, and resilient with the ability to handle multiple tasks.
• Passionate about delivering exceptional service and exceeding customer expectations.
• Excellent communicator with the ability to build strong rapport with both customers and internal stakeholders via email.
• Detail-oriented and adept at following established guidelines and processes.
• Preferred understanding of working in a regulated environment, ensuring fair treatment of customers.
• Comfortable working towards key performance indicators (KPIs).
• Proficient in PC and technology use.
• Skilled at multitasking, effective time management, and meeting deadlines.
• GCSE or equivalent qualification in Maths and English.

What this role and Zuto will offer you:

This role gives you the opportunity to utilise your strong administrative skills, knowledge and attention to detail to maintain quality and reduce risk in a fast paced and fun sales environment. The role would suit someone who is methodical, risk focused and confident to make sound decisions quickly. You will be delivering a great service to our customers both internally and externally.