Tusker - Customer Resolution Advisor, Watford

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Tusker - Customer Resolution Advisor, Watford Apply
locations
Watford Croxley Green Business Park
time type
Full time
posted on
Posted 4 Days Ago
job requisition id
111578
End DateThursday 09 May 2024Salary Range£29,431 - £30,980 We support flexible working – click here for more information on flexible working options
Flexible Working OptionsFlexibility in when hours are workedJob Description SummaryBased in WatfordJob DescriptionJOB TITLE: Driver Satisfaction AdvisorSALARY: £29431LOCATION(S): WatfordHOURS: Full-timeWORKING PATTERN:
For the first 6 months you will be in office for 5 days a week and then move to hybrid, which involves spending at least three days per week at the Watford office site About this OpportunityTo support and manage to resolve driver complaints or escalate to a Resolutions Manager where appropriate and ensureAbout us / Why Lloyds Banking Group? We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.We’re an award winning car leasing company who have been providing company car and tax efficient car benefit schemes since 2009. We take pride in helping organisations offer their employees a car that will have less impact on our environment, supporting planet positive mobility and a brighter more sustainable future. We’re committed to driving down emissions by getting people into newer and more environmentally friendly cars. We genuinely care about the world we live in and know that our customers do too. This is why we work with each and every one to offset the carbon emitted by each salary sacrifice car put on the road through our schemes.Our Car Benefit Scheme gives employees access to affordable, fully maintained and insured cars for a fixed monthly amount delivered through a salary sacrifice employee benefit arrangement. Offering all fuel types, prices and over 1000 cars to choose from all by leading manufacturers. Please visit for more information www.tuskerdirect.com What you’ll needProvide support to the Resolution Managers to enable them to respond to drivers timely and within set SLA’sRespond to drivers who have provided feedback on FeefoAcknowledge newly submitted complaints with the driver, providing contact name and details of Resolution Manager who will be dealing with the caseComplete KPI reports, monthly reports for service supplier KwikFit on NPS and CSAT scoresAnalyse data to determine complaint root cause and document findingsTo continuously improve our driver experience by analysing data from complaints and feedbackTo provide support to our drivers via a triage process by making outbound call to drivers who have provided negative feedback in customer satisfaction surveys or Trustpilot reviews And any experience of these would be really usefulExcellent written and verbal communication skillsPrevious customer service experience is essentialExcellent attention to detailAbout working for usOur focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.We want our people to feel that they belong and can be their best, regardless of background, identity or culture.We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.And it’s why we especially welcome applications from under-represented groups.We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.We also offer a wide-ranging benefits package, which includes:• A generous pension contribution of up to 15%• An annual performance-related bonus• Share schemes including free shares• Benefits you can adapt to your lifestyle, such as discounted shopping• 22 days’ holiday, with bank holidays on top• A range of wellbeing initiatives and generous parental leave policiesIf you’re excited by the thought of becoming part of our team, get in touch.We’d love to hear from you. At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop. We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
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