Overview
Location: Solihull
Start Date: ASAP
Shifts: 08:30 - 17:00 (37.5 hours a week)
Pay Rate: £13.76 per hour
Summary
We are seeking a diligent and customer-focused Customer Services Representative with a finance background to join our team. The successful candidate will provide first-line support, coordinate services, and resolve customer issues related to finance products and services, with a particular preference for experience in managing the end of lease process. You will handle inbound customer inquiries, troubleshoot problems, and ensure all communications are clearly documented. A strong understanding of the finance industry, especially in providing finance to strategic customers, is essential. The role demands excellent communication skills, attention to detail, and the ability to stay highly organised while maintaining a customer-centric approach.
Responsibilities
* Address and resolve customer issues and complaints, ensuring clear documentation of all communications.
* Respond to inbound customer service inquiries, providing analysis, troubleshooting, and redirecting as appropriate.
* Identify issues and determine the best course of action for effective resolution.
* Understand the products and services offered to provide accurate and appropriate solutions to customer queries.
* Maintain a strong customer focus by regularly engaging with customers to understand their needs and expectations.
* Solicit customer satisfaction feedback and act on opportunities for improvement.
Skills
* Finance industry knowledge, particularly in managing end of lease processes
* Customer focus with the ability to align business decisions to customer needs
* Strong communication skills, both verbal and written
* Attention to detail and highly organised
* Problem-solving and analytical thinking
* Ability to document and track customer interactions accurately
* Ability to prioritise and manage multiple tasks efficiently
* Proactive in seeking customer feedback and acting on it
* Ability to work independently and as part of a team
* Degree or equivalent experience desired
Software/Tools
* Microsoft Office Suite (Word, Excel, Outlook)
* Customer Relationship Management (CRM) systems (desirable)
Certifications & Standards
* Degree or equivalent experience preferred
* Understanding of finance industry regulations and customer service best practices
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