Temporary Customer Service Executive
Location: Hook
Hours: Full Time
Pay Rate: £12.50ph
The role holder is responsible for managing incoming customer enquiries in a timely and proactive manner, with a strong focus on order retention, cancellation retention, and return retention.
A key element of the role is taking a customer obsessed approach throughout the purchase journey. This includes guiding customers through their finance application, responding to all pre‑delivery enquiries and offering clear, reassuring information that removes friction and strengthens trust. Through every interaction, the role holder will deliver a faff‑free, memorable experience that builds meaningful relationships and helps maintain customer commitment.
Main Duties
* Handle customer retention opportunities across WhatsApp, SMS, email, and inbound/outbound calls, aiming for first‑point resolution wherever possible.
* Deliver outstanding service with a genuine passion for helping customers, demonstrating pride in your role and sharing success stories that reflect excellent customer outcomes.
* Proactively manage customer needs, identifying pain points, highlighting opportunities for improvement, and taking action to increase customer satisfaction and retention.
* Work to retain customers through personalised support, turning retention opportunities into continued commitment to the brand.
* Build meaningful relationships by understanding customer needs, clearly explaining relevant value‑added products, and ensuring seamless support through to vehicle delivery.
* Use multiple systems, including finance application platforms and third‑party tools, to efficiently manage customer cases and support successful outcomes.
* Collaborate closely with stakeholders across the business to minimise losses, strengthen retention outcomes, and drive continuous improvement for internal and external customers.
* Professionally defuse challenging situations, identify next‑issue‑avoidance opportunities and manage cases with accuracy and care.
* Apply strong attention to detail when validating documents, guiding customers through funder requirements and supporting the successful progression of finance applications.
* Support the Customer Experience Management team and wider management with tasks and responsibilities as required.
* Handle processes related to the vehicle purchase journey, including: Managing part‑exchange and outstanding finance queries. Supporting the unwinding of finance agreements. Managing HPI queries and validating vehicle information related to part‑exchange cases