Customer Care Agent

The Customer Care and Experience team is here to support our customers needs, giving professional advice, assistance, and solutions. We are also here to deliver a consistent and continually improving customer experience, so we increase customers trust and loyalty to our brands.

The Customer Care Agent is as multi skilled role, delivering an outstanding and first-class Customer Experience. You will be, handling customer contacts, and troubleshooting problems in a professional and polite manner to ensure effective resolution and customer satisfaction. The Customer Care Agent will act as a multi skilled Call Centre Agent and Administrator on a rotational basis.

As part of the call centre function, the Customer Care Agent will act as the first point of contact for our Fleet, Retail, Fettle and Mobile Customers. Using a One Stop and Single Case management approach, this role will handle all customer contacts in line with our HEART principles; finding resolutions which meet and exceed customer expectations and our service level agreements.

The admin support function will manage all customer support tasks including monitoring, logging, and responding professionally to written incoming customer contacts, issuing customer payments, arranging hire cars and completing any other admin support tasks for the department.

This permanent role is based upon 40hrs/week, will operate onsite at our Duart House offices, Bellshill. Following a successful training and induction period, hybrid working one day per week once completed.

An active interest in data analysis and proficiency with excel and powerpoint would be very advantageous.

The Day to Day Read and fully understand the sections within the Customer Services Operating Procedures and adhere to them on all occasions.

Answering the phones in a professional and friendly way, giving your contact name so customers are clear from the start who they are speaking with.

Follow GDPR policy when communicating verbally and in writing with customers and cross functional departments, if unclear refer to line Manager.

Ensuring that all customer contacts received are managed and resolved using the One Stop, Single Case or Operations managed approach and using the HEART principles whilst meeting and exceeding Custom...