Job Description
Primary purpose of the role:
The primary purpose of this role will be to manage all customer contact and enquiries throughout the duration of the contract, whilst delivering a professional high standard of customer service.
The job holder is required to handle telephone enquiries and to administer all customer requests using an in-house contract management system.
The job holder will be expected to use their initiative in identifying robust solutions for customer requirements and to identify renewal opportunities to enhance Leasys revenue.
All duties performed respecting Leasys service level objectives whilst maintaining quality standards and customer expectations.
Main responsibilities:
- Provide an exceptional telephone service to all customers, ensuring department service levels are met and that a high-quality service is delivered.
- The job holder will be expected to understand customer requirements and provide suitable solutions that are consistent with relevant company processes and procedures, whilst focusing on customer retention and identifying renewal opportunities
- Manage all customer requests during the life of the contract using an in-house contract management system, to include complex enquiries such as financial modifications. Individuals will be expected to use their initiative to find solutions that meet the needs of the customer and to recognise when escalation to management is required.
- Manage the end of contract process to ensure prompt return of all vehicles and pro-actively identify opportunities for extensions or renewals where appropriate. Develop expertise and knowledge in relation to vehicle condition standards to ensure efficient management of end of contact charges and associated enquiries.
- Drive the NPS survey by recommending customers when liaising on the telephone or via email to enable positive promoter feedback.
- Manage complex or difficult enquiries both verbally and by providing tailored written responses, ensuring all possible solutions to avoid customer dissatisfaction are considered. Where necessary report and feedback dissatisfaction or complaints respecting relevant company procedures
- Maintain a current and comprehensive knowledge of products, procedures, and systems to act as a centre of expertise for customers, the dealer network, key suppliers, and internal departments. You will need to understand and maintain awareness of compliance and ensure that our regulatory obligations are met by following the procedures in place.
- Act on customer feedback by identifying opportunities to improve the overall customer experience, whilst taken into consideration operational efficiencies. Where appropriate identify inadequacies in systems, processes, and internal controls, by providing solutions and recommendations to the Customer Support Manager aimed at improving both customer service and departmental performance.
- Contribute to the creation and subsequent implementation of new initiatives with the objective of improving revenue, efficiencies, and customer satisfaction.
- Build and maintain relationships with the dealer network, field sales teams and other internal departments
- Optimise the conversion of new business opportunities, by working proactively in order to increase renewal opportunities.
- Increase the penetration of additional value adding products / services through effective modelling and presentation of quotations and identifying upselling opportunities.
- Undertake regular training to maintain awareness of compliance with various statutory and regulatory requirements, FCA requirements, FOS rules and regulations, Treating Customers Fairly, disclosure of confidential information, money laundering and liaison with various regulatory bodies.
- In the absence of team colleagues, provide a seamless customer experience for all customers.
- Undertake ad-hoc duties as required by the Leasys Customer Support Manager or Head of Customer Support
Working environment
This role is within a busy customer care team where deadlines are largely determined by the workflow and departmental targets.
Processes and precedents will be in place to assist the individual for the majority of the tasks they will complete, and management will be available on a daily basis to assist in resolving escalated issues.
To achieve the NPS objective which has been set as the highest in Europe and review all customer feedback to enhance processes/procedures to enable a first-class service.
Decision making scope.
The jobholder will be responsible for deciding and implementing the most appropriate course of action to meet customer needs and to recognise where no precedent is set, and management escalation is required. The jobholder will be responsible for minimising write offs, to ensure maximum financial benefit to Leasys.
Supervision received.
A Customer Support Manager or Head of Customer Support will be available to provide advice and to handle escalated enquiries. Performance will be monitored and measured on results versus quality and service level objectives.
Customer Enquiries will involve:
Change of contract details, contract reschedules, mileage extensions, early terminations, novation, fine and penalty queries, maintenance assistance, write off management, end of contract assistance, dispute resolution.