Tusker - Customer Resolution Advisor

To support and manage to resolve driver complaints or escalate to a Resolutions Manager where appropriate and ensure,

• Provide support to the Resolution Managers to enable them to respond to drivers timely and within set SLA's


• Respond to drivers who have provided feedback on Feefo


• Acknowledge newly submitted complaints with the driver, providing contact name and details of Resolution Manager who will be dealing with the case


• Complete KPI reports, monthly reports for service supplier KwikFit on NPS and CSAT scores


• Analyse data to determine complaint root cause and document findings


• To continuously improve our driver experience by analysing data from complaints and feedback


• To 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
  
  Excellent written and verbal communication skills


• Previous customer service experience is essential


• Excellent attention to detail
  
  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, 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.

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.

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 policies


If you're excited by the thought of becoming part of our team, get in touch.