This position is responsible for providing a top-class customer experience throughout the customer journey within the Customer Services Team, reporting directly to the Customer Services Team Leader. The role requires a strong commitment to clearly defined responsibilities and consistent alignment with the company's values and behaviours.

Key Responsibilities

* Deliver outstanding customer service, maintaining the highest standards at all times.

* Process customer service tasks, ensuring all actions are completed within required timeframes:

* Collect daily rental payments via direct debit.

* Send welcome letters and other correspondence to customers.

* Ensure timely completion of CCA regulatory statements for customers.

* Keep customer details up to date and accurate based on provided information.

* Issue finance settlement quotes efficiently, meeting departmental KPIs.

* Handle all customer queries in a professional and efficient manner.

* Adhere to FCA regulations for processes such as early termination, the unwind process, and vehicle finance cancellations.

* Log all customer interactions accurately and promptly in the system.

* Complete and send files to Credit Reference Agencies by set deadlines.

* Submit daily asset registration files to relevant bureaus to secure company assets, updating records as needed.

* Address customer requests and queries promptly across various communication channels.

* Maintain accurate customer data, adhering to GDPR and Data Protection regulations.

* Attend training sessions (internal and external) to stay updated on operational, regulatory, and compliance guidelines, as well as legislative changes.

* Provide timely and accurate reporting while monitoring departmental trends.

* Work collaboratively with team members and other departments to ensure high service levels, maintain positive relationships, and contribute to shared objectives.

Operating Hours

* 35 hours per week, with flexibility required to cover trading hours. Typical shifts span 5 days per week, including weekends as agreed with the line manager.

* Business hours:

* Monday to Friday: 8 am - 8 pm

* Saturday & Sunday: 9 am - 6 pm

Required Knowledge and Experience

Business Experience:

* Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

* Flexibility to work outside standard hours, including bank holidays and weekends, as needed.

* At least 3 years of experience in a Customer Services Administrator or similar role.

Values and Behaviours:

* A positive attitude focused on continuous improvement.

* An open and transparent communication style.

* Flexibility and adaptability.

* High attention to detail, with strong numerical and analytical skills.

* A collaborative and supportive team player