Tusker - Customer Resolution Advisor, Watford

End date

Thursday 09 May 2024

Salary range

£29,431 - £30,980

We support agile working

Click here for more information on agile working options.

Agile Working Options

Flexibility in when hours are worked

Job description

• JOB TITLE: Driver Satisfaction Advisor
• SALARY: £29431
• LOCATION(S): Watford
• HOURS: Full-time
• WORKING PATTERN: For the first 6 months you will be in office for 5 days a week and then move to hybrid, which involves spending at least three days per week at the Watford office site

About this Opportunity

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

About us / Why Lloyds Banking Group?

We're on an exciting journey to transform our Group and the way we're shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

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

What you'll need

• 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

And any experience of these would be really useful

• Excellent written and verbal communication skills
• Previous customer service experience is essential
• Excellent attention to detail

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.

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.

We'd love to hear from you.