An established company is seeking a Customer Service Analyst to handle crucial back-office customer activities. This role emphasises maintaining high service standards and adhering to Service Level Agreements (SLAs) to ensure excellent service delivery.
Key Responsibilities:
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Process customer service payments, ensuring adherence to Key Performance Indicators (KPIs) and SLAs.
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Control and reconcile unallocated payments, ensuring timely allocation to customer accounts, including cash postings and refunds.
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Provide excellent customer service by effectively resolving payment queries.
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Manage daily customer payment activities and allocations using the customer management system.
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Identify and implement process improvements to enhance departmental efficiency.
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Collaborate with internal departments and the finance team to resolve payment issues.
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Manage daily, weekly, and monthly tasks to ensure efficient service delivery, with a focus on month-end posting requirements.
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Maintain Experian records related to vehicle keeper changes, ensuring protection from unauthorised sales.
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Stay updated on current operational and compliance policies, attending training sessions as required.
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Adhere to FCA regulations regarding vehicle finance cancellations and unwind processes.
Operating Hours:
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35 hours per week, typically 5 days per week with 1 in 4 Saturdays.
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Business hours: Monday to Friday: 8am – 8pm, Saturday & Sunday: 9am – 6pm.
Required Knowledge and Experience:
Values and Behaviors:
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Positive mindset with a focus on continuous improvement.
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Open and transparent communication style.
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Flexibility and adaptabilty