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PURPOSE SUMMARY:

To receive calls from customers as they approach the end of their finance agreements, discussing and advising on the end of contract options available. Making outbound calls to customers, encouraging brand loyalty and liaising with dealers regarding appointments to ensure maximum sales are achieved. Through day to day actions ensure compliance of all regulatory requirements and industry standards. To enhance the brand through continued commitment to the organisation's vision and values.

GENERAL DUTIES:

  • Process all options for customers as appropriate at the end of contract (EOC).
  • Respond to and resolve inbound customer enquiries regarding EOC options
  • Make outbound calls to customers to discuss and advise on EOC options
  • Liaise with dealers over customer appointments
  • Update the Contract Management Systems accordingly
  • Provide a monthly summary of EOC activities
  • Meet individual performance targets
  • Adhere to formal FCA AS regulatory processes and policies
  • Ensure Team Leaders are aware of potential issues associated with work queues and workload backlog
  • Meet individual performance targets
  • Adhere to formal FCA AS regulatory processes and policies
  • Such other duties as management may from time to time reasonably require.
  • Own all customer issues through to resolution
  • Work effectively with colleagues in support functions around the business to maximise customer satisfaction
  • Monitor own performance to ensure adherence to targets, deadlines and procedures
  • Participate in department/business projects to generate innovative ideas that add value to FCA AS Service Offering
  • Continually develop own knowledge and skills to ensure achievement of personal, team and departmental objectives
  • Constant focus on the needs of the customer with the aim of providing value driven services

ABILITY AND SKILLS PROFILE:

  • Treats customers/dealers with respect
  • Builds long term relationships with customers/dealers
  • Confident in decision making/prioritisation
  • Takes ownership of work queues
  • Ability to operate, upon training, e.g. Contract Management System and workflow management
  • Good communication skills - verbal and written
  • Good negotiation/objection handling skills
  • Adherence to Service Centre team schedule
  • Ability to maintain a satisfactory attendance record
  • Ability to achieve required performance targets
  • Ability to identify service improvements and work with the Team Leader to apply authorised service improvements

KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS

  • Experience in the automotive or consumer finance industry preferred
  • Good knowledge of Regulation
  • Minimum of A levels or equivalent

IT SKILLS PROFILE

  • Excel and Word to Intermediate level
  • Workflow management

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