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Lex Autolease, Customer Financial Assistance (CFA)Customer Service Advisor

Employer
Lloyds Banking Group
Location
Stockport, United Kingdom
Salary
Competitive
Closing date
12 Dec 2023

Job Details

End Date
Monday 11 December 2023

Salary Range
£23,370 - £24,600

We support agile working - click here for more information on agile working options.

Agile Working Options
Hybrid Working

Job Description Summary
A full time role based in Stockport

Job Description

• JOB TITLE: Lex Autolease, Customer Financial Assistance (CFA)CustomerService Advisor
• LOCATION(S): Stockport
• HOURS: Full-time- 35 hours
• WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this Opportunity
We are the Motor Customer Financial Assistance team - a fantastic team within Lex Autolease with an important role to play. Our purpose is to support our customer’s back to financial health as quickly as possible.

What you’ll need

Working in our busy contact centre teams, you will be the first point of contact applying customer service expertise to new and existing customers with their financial & service needs via a range of channels. Typical calls you may receive will be in relation to invoice queries, end of contract car de-hire damage, managing payment holidays, billing queries and in some cases where customers have fallen into arrears. You will build effective relationships with our customers on every call you take, and by listening carefully and asking the right questions, you'll identify and promote the best possible outcome. Much of this role is telephony based, however there will be an element of administration responsibilities too.

And any experience of these would be really useful

To be successful you’ll need to be able to demonstrate previous strong customer service experience, motor vehicle industry experience would be great, but don’t worry if you don’t have that, as long as you can show us, you’re passionate about customer service we’d be interested in finding out more about you. You’ll need to be hard-working with a great attention to detail and have a fantastic attitude towards your customers.
  • A strong background in customer services and good customer service skills
  • Ability to deliver the highest standard of customer service by effectively questioning customers to ensure the right outcome.
  • Display empathy when dealing with customers who have been identified as vulnerable, and having additional service needs whilst obtaining a resolution by doing the right thing for them.
  • Demonstrate resilience during difficult conversations.
  • Experience in administrative duties and maintaining comprehensive electronic customer contact record files.
  • Good organisational skills and a keen eye for detail.
  • A pro-active approach to personal development and learning.
  • A passion for delivering an exceptional customer experience.


About working for us

Our 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. If you’d like reasonable adjustments to be made to the recruitment process, 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 policies

If 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.

Company

We’re creating an organisation that attracts, retains and develops the best talent in the industry, and one that openly embraces diversity too. But more than that – we want to be a great place to work. We invest in our people, offering the best training and coaching, and by encouraging them to contribute to our leading corporate and social responsibility practices. We offer flexible working hours and days, under our Work Options scheme. This means that you can have a challenging and rewarding career, and still have an ideal work/life balance.

Flexible working is at the heart of our strategy. We’re re-imagining where, when, and how our people work, with new approaches designed to meet the ever-changing needs of customers and colleagues. These include increasing our use of remote-working tools and technology, as well as placing less reliance on a 9-to-5 mindset. For many of our office-based colleagues, we work in hybrid ways which involves spending at least two days per week or 40% of their time at one of our office sites.

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