Contract Adjustment Executive

ROLE SUMMARY:
Providing a best-in-class customer experience and service through meeting agreed objectives with clear processes’ whilst at all times adding additional value to the customer.
The contract adjustment executive will look after all extension/reschedule enquiries from customers, the Sales team, or during the end of contract process where new vehicles are not yet delivered. In addition to liaise with customers regarding their annual mileage requirements quoted on their contracts and increase/decrease to avoid dis-satisfaction at the end of contract re additional charges.
Early termination requests would also be managed by the executive to include a proactive discussion around renewal opportunities.
In addition, changes of details for the customer and potential novation requests would also be looked after by the CA Executive. To ensure that we have accurate information at all times to mitigate the risk of losing contact with the customer and our asset.
The demands of customers and the urgency of the needs of the sales teams and dealer network will create a challenging working environment. In addition, the jobholder will be required to ensure that all actions adhere to internal policies and external regulation and will need a thorough knowledge of all leasing products, related services and of the relevant current FCA and FOS rules and regulations.
PRINCIPAL ACCOUNTABILITIES:
Where appropriate identify inadequacies in systems, processes, and internal controls, by providing solutions and recommendations to the Head of Customer Support or Customer Support Manager aimed at improving both customer service and departmental performance.
Build effective relationships with customers by delivering a professional telephone and on-line contact process at key stages of the customer ownership cycle.
Maximise finance sales and other ancillary product / service sales produced by Leasys (e.g., SMT maintenance) through effective modelling of contract amendment quotations and using upselling opportunities.
Supply of customer market intelligence into the Head of Customer Support and Customer Support Manager
Contribute to the creation and subsequent implementation of new initiatives with the objective of improving revenue, efficiencies, and customer satisfaction.
Undertake ad-hoc duties as required by the Head of Customer Support or Customer Support Manager
Proactively provide tailored solutions on vehicles, products and services for existing customers, based on our reschedule processes
Produce customer quotations when there has been a change affecting the contracted price (for example a mileage deviation)
Observe and suggest improvements to current programmes or processes to improve both the quality and quantity of customer support provided.
Recommend the NPS survey to customers when liaising on the telephone or via email to enable positive promoter feedback.
Liaise with dealer network as required to ensure all parties aware of changes to contracts.
The jobholder will be responsible for deciding and implementing the most appropriate course of action to meet customer needs to maintain and enhance F2ML revenues and to recognise where no precedent is set, and management escalation is required.
PERFORMANCE MEASURES:
This role is within a call centre and administration environment where deadlines are largely determined by the workflow and departmental targets.
Processes and precedents will be in place to guide the individual for the majority of the tasks they will complete, and management will be available on a daily basis to assist in resolving escalated issues and advising where no precedents have been set.
To hit all Customer Services SLAs on speed of response on calls, emails, first resolution
85% of all email enquiries to be answered within 5 working days.
80% of calls to be answered within 20 seconds.
Lost calls of under 5% of volume received
To achieve the NPS objective which has been set as the highest in Europe and review all customer feedback to enhance processes/procedures to enable a first-class service
ABILITY AND SKILLS PROFILE:
Effective communication skills and ability to liaise and communicate with senior management, customers, and dealers.
Ability to prioritise and multitask.
communication skills, both oral and written.
numeracy skills.
management and prioritisation skills.
organised with good attention to detail and ability to work to tight deadlines.
to use own initiative and work independently.
liaison with the other Leasys teams to ensure customer requirements are met.
to work well in a team environment.
Ability to influence and be enthusiastic/highly motivated.
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:
AS/A level or equivalent in Maths and English
Previous operational experience in Customer Services
Experience in a call centre environment desirable
Essential to have knowledge and experience of administering contract hire
Knowledge of Contract Hire and Leasing industry is preferred
IT SKILLS PROFILE:
Experience in working with Salesforce
Excel, pivot tables