Official Specifications
Role Overview & Mandate
Executive Summary
End Date Sunday 09 July 2023 Salary Range £24,579 - £27,310 Agile Working...
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End Date
Sunday 09 July 2023
Salary Range
£24,579 - £27,310Agile Working Options
Job Description Summary
A full time role in Stockport
Job Description
Transport is a key part of both Consumer Lending and Group Chief Operating Office, the largest divisions in Lloyds Banking Group. We help our customers by fulfilling their mobility needs through both the Lex Autolease and Black Horse brands by providing cars, vans, caravans and motorbikes and/or the finance for them.
We strive to deliver customer service excellence that responds to constantly evolving customer needs. If you’re curious, capable, driven and adaptable – then we want to hear from you.
We’re recruiting for a Senior Customer Service Executive who will be responsible for providing excellent service delivery to our Corporate customer base. In this role, you’ll be responsible for providing sales and customer service support to Corporate customers for designated accounts.
You'll lead the customer relationship, carrying out specific tasks that make the best use of your individual skills (in line with business needs) to help the wider department, these will include coaching and colleague training.
Other Responsibilities:
- Have a good understanding of your customers satisfaction scores (CSAT and Driver Surveys) and participate in action plans designed to improve them
- Proactively drive curious initiatives, designed both to enhance the customer journey and experience
- Supporting the Customer Relationship Manager in their customer strategy, sharing knowledge and building sales plans in alignment, whilst maintaining all supporting documentation
- Involvement in adhoc departmental projects which impact across the department’s teams
- Evidence compliance with regulatory and legislative requirements including TCF principles, promoting the fair treatment of customers in decisions and actions undertaken
- Proactively manage the vehicle renewal system to reduce overdue contracts and support fleet retention
- Maximise opportunity and conversion through effective customer conversations
- Build strong credible relationships with your customer base and internal Customer Relationship Managers
- Actively promote and drive increased utilisation of all digital customer journeys on the Lex Autolease Portal
- Support customers with any challenges faced when producing reports via the self-serve functionality
- Develop a good understanding of employee tax legislation, car policies and procedures and be able to explain these at driver and fleet manager level
This role will suit a confident and passionate individual who is naturally able to effectively prioritise daily workloads and enjoys building strong relationships with key stakeholders. Someone who is adaptable and dynamic, along with being able to work in a fast past environment. You’ll need to be confident in managing customer queries via the telephone and via email, aiming to resolve where possible at first point of contact.
Each customer account offers different challenges and opportunities bringing variety to workloads. In addition vast opportunities to release your inquisitive nature to continuously challenge and enhance our customer experience. The ability to build strong, long lasting relationships with both internal and external stakeholders is critical to the role and a key driver to its success.
You’ll need to be confident managing customer queries via the telephone, aiming to resolve where possible at first point of contact.
In return, the role will provide the opportunity to learn new skills and to work in a fast paced but collaborative work environment. You’ll be part of an encouraging team who work in a variety of flexible ways to accommodate work-life balance. We have a truly inclusive culture and greatly value the diversity of thought to really make a difference for our customers.
We’d welcome applications from people who have experience in customer service and managing customer relationships.
In return for your expertise, what will you get from us?
You’ll enjoy the benefit of a hybrid working style, flexing between working from home and the office hub in Cheadle (please note your first three months could be office based due to training). We recognise that in order to attract the best people we need to be flexible – we know that ‘normal’ office hours aren’t always doable. Whilst we can’t accommodate every flexible working request, we're always open to conversations around working patterns.
We'll give you a competitive starting package of c£26,980 that comes with a bonus opportunity subject to performance.
This includes Flex benefits that you can use on a wide range of options such as:
- Buying extra or selling holidays to suit from your 22 days leave (pro rata, including bank holidays) - ideal for half terms or that mini break.
- Extending the private medical cover you'll receive to family members.
- A Flex Card providing up to 15% discount with over 70 well known retailers.
- Tax/NI efficient electric vehicle (or bike) purchasing schemes paid through your monthly pay - supporting sustainability!
You'll also get the following:
- Various share schemes (including free shares)
- A generous pension contribution starting at 9% (rising to 15%) which comes with life cover of up to 8x salary.
- Further discounts available on the weekly food shop, travel and electronics/mobile through our PerksAtWork scheme.
Finally also have a number of free health and well-being offerings as well as generous parental/adoption leave policies.
So you can be sure we're investing in your future.
If you want to be part of an inclusive, values-led culture that celebrates diversity and equal opportunity – then we look forward to hearing 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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