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.
We are looking for Customer Service Advisors to join our Driver Care team located in Lyde Green, Bristol (BS16 7LB) on a permanent basis. Applicants with experience in a customer facing role are especially encouraged.
Key Responsibilities
- Develop and maintain a comprehensive understanding of our multiple business channels and business processes.
- Develop and maintain detailed knowledge of each department’s key responsibilities and function and develop effective working relationships that ensure positive outcomes for the customer.
- Provision of first line response across multiple mediums to all incoming customer queries and/or requests, providing where possible an immediate resolution and ensuring the Customer’s expectations are managed in adherence with agreed Service levels.
- Effectively “triage” all queries and/or complaints where an immediate resolution is not possible, and ensure appropriate action is taken to resolve within agreed service levels.
- Use workflow processes to record queries and allocate tasks as appropriate allowing completion by others where appropriate.
- Pro‑actively follow up and manage to conclusion any issues arising from our customer feedback mechanisms.
- Make proactive calls to customers as part of our Customer Excellence strategy.
- Proactively look for opportunities to improve service delivery and customer satisfaction then make suggestions as appropriate.
- Undertake training to pass legislative requirements.
Skills and Experience Required
- Proven experience in managing customer expectations and service delivery.
- Excellent communication skills: written, verbal.
- Understanding the need to work within legislative guidelines and look for solutions within the framework.
- Problem solving and ability to look for process improvements.
- Ability to influence others, manage difficult situations.
- Commercial awareness and understanding of business processes.
This is a telephone based role, so being comfortable on the phone and having a can do attitude is important.
What we offer
Rewards & Financial Benefits
- Salary £27,030 per annum.
- Competitive pension scheme.
- Annual salary review and bonus scheme.
- Give As You Earn (GAYE) scheme.
- Employee referral scheme (£1,000).
- Retail discounts programme.
- GymFlex membership options.
- Cycle to Work scheme.
Health & Wellbeing
- Life Assurance.
- Health assessment options.
- Travel insurance.
- Dental insurance.
- Critical illness cover.
- Personal accident insurance.
Time Off & Work-Life Balance
- 25 days’ annual leave plus an additional Celebration Day.
- 37.5 hour week, Monday to Friday, no weekends.
- Holiday buy & sell scheme.
- Volunteer days.
- Time allocated for personal development.
- Study support (where applicable).
Workplace & On-Site Facilities
- Free parking.
- EV charging points.
- Bike storage & shower facilities.
- Complimentary breakfast.
- Staff and social events.
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.
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.
At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. We’re committed to sustainable mobility and have made it a core part of our strategy. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business.
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.
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