Job Overview
Bill Plant Driving School, one of the UK's largest driving schools, has seen a sharp rise in demand and recently adopted a pre‑payment model. The organisation wants to maintain and improve its high level of service to both pupils and instructors and needs an experienced Senior Customer Service Agent. This role sits within the Pupil Success Team, supporting the daily operations and acting as an escalation point for complex enquiries and complaints.
What you'll do:
* Handle complex enquiries and escalations: Respond to pupil and instructor queries promptly, resolve medium- and high-severity complaints, process refunds, and manage re-allocations and test covers in accordance with company protocols.
* Lead service improvements: Gather and respond to online reviews, and forward misdirected queries to the correct department.
Key responsibilities
* Respond to customer enquiries quickly and professionally using phone, email and other channels; search internal CRM systems to provide accurate information and ensure all enquiries are addressed promptly.
* Handle medium‑ and high‑severity cases: address complaints, process refunds, manage re-allocations and test‑cover requests following established protocols, and serve as the escalation point for serious issues.
* Collect and respond to online reviews across Trustpilot, Google and other listings; investigate and resolve complaints posted online.
* Mentor and assist other agents: guide on complex queries with the 1st Line Pupils Success Team, support the Team Manager in monitoring service levels and assist with training of standard operating procedures.
* Collaborate with other departments: forward misdirected enquiries to the appropriate team.
Skills and qualifications
* High professional standards and integrity, with strong conflict‑resolution and problem-solving ability.
* Excellent communication skills and a consistently positive attitude, even when dealing with demanding customers.
* Self-motivated and results-focused, with a high level of personal motivation and resilience.
* Strong written and spoken English with a high standard of grammar and attention to detail.
* Proficient computer skills and familiarity with CRM systems.
* Team‑working ability and self-discipline, with the confidence to support and mentor colleagues.
* Organisational and multitasking skills, capable of handling multiple enquiries.
Job Types: Full-time, Permanent
Pay: £27,495.00 per year
Benefits:
* Company events
* Company pension
* Cycle to work scheme
* Free fitness classes
* Free parking
* Health & wellbeing programme
* On-site parking
* Sick pay
Work Location: In person