At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. Ayvens Customer Service function provides market leading customer support to a broad range of customers inc Fleet Managers, Drivers and Broker Partners and providing outstanding service is crucial to protecting and growing the Ayvens brand. Specifically supporting our partnership with Ford Fleet Management (FFM) this is a tremendous opportunity, covering parental leave for 12Months, to join our thriving business. Key Purpose To provide both reactive and proactive support to our clients, delivering a market leading customer experience. To work collaboratively with colleagues throughout the wider department ensuring the customer needs are met through the delivery of outstanding administrative and processing support (including Quote/Order/Purchase) to appropriate accuracy, quality and delivery within SLA’s To develop relationships with Fleet Managers to enable delivery of commercial performance through the delivery of successful renewals performance and increased uptake across the products and services portfolio. Responsibilities Act as the key point of contact for the customer care needs of Fleet Managers across a portfolio of accounts, working both reactively and proactively to own and resolve issues, providing a market leading customer experience Develop knowledge and expertise in relation to products, process and systems to enable maximum effectiveness in role To work closely with colleagues across 2nd Line Service to develop a strong understanding of the specific needs of the customer to ensure we deliver their requirements, to a high quality standard and within agreed SLAs Work closely with colleagues across Field Sales to develop a strong understanding of the specific needs of the customer, attending customer visits where appropriate, to ensure we deliver to their requirements Proactively manage the renewals process across a portfolio of accounts, seeking solutions for customers whilst driving commercial performance and seeking opportunities for further account penetration (including keeping renewals database up to date) Develop strong relationships with Fleet Managers and work (in collaboration with Account Managers) to increase product penetration Ensure that all actions undertaken meets our TCF (Treating Customers Fairly) obligations and where issues arise that these are flagged to the leadership team. Skills, Experience & Background Previous experience within a customer service environment with an ability to manage and resolve queries in a timely fashion Strong communication skills: written, verbal, report writing and presenting Excellent time management, planning, organisational skills Self-motivated with a ‘can do’ attitude Highly competent in Microsoft An interest in sharing own experience & expertise to support the personal development of others Experience of working within a regulated industry would be advantageous however not essential What We Can Offer Generous contributory pension scheme Basic starting salary £24,555 25 days holiday, in addition to bank holidays Volunteering days to assist in charity work Sustainability Initiatives Holiday buy / sell (subject to conditions) Travel Insurance (cost associated) Dental Insurance (cost associated) Flexible working options available Eligibility for Annual Bonus Scheme Study support (where applicable) Enhanced parental leave Generous Employee Referral Scheme (£1000) Cycle2work Scheme Free breakfast / fruit in the Bristol office EV charging points, bike storage, shower & changing facilities, car parking Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?! Why Ayvens? With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive. At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are. Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights. *ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.