Customer Service Advisor

As a Customer Service Advisor, you'll support customers across a broad range of needs throughout their automotive finance journey. From general account and agreement enquiries through to contract changes, settlements and refinancing, end-of-contract and vehicle-related queries, aftersales and resolving customer concerns, this is a varied role that gives you real ownership of the customer experience.

You may already bring experience from customer service, Financial Services or another regulated environment, or you may bring valuable transferable skills gained through other experiences. Wherever you're starting from, you'll have the opportunity to build on your existing strengths and develop your capability across the full Customer Services journey.

Working within a regulated financial services environment, you'll use your communication skills, judgement and customer focus to deliver clear, accurate support and fair customer outcomes.

Support customers throughout their automotive finance journey, from general account and agreement enquiries through to contract changes, payments, settlements, end-of-contract and vehicle-related queries.

Listen carefully, ask the right questions and understand what each customer needs.

Explain information clearly and make complex information easier to understand.

Take ownership of customer enquiries and work towards resolving them first time.

Support customers with aftersales and service-related enquiries.

Resolve customer concerns and appropriate complaints fairly and effectively.

Complete transactions, customer records and administration accurately.

Recognise when customers may be vulnerable or experiencing financial difficulty and ensure they receive appropriate support.

Use a range of systems, knowledge tools and information to resolve customer needs.

Work collaboratively with colleagues and specialist teams when additional support is required.

Build your skills progressively across the full Customer Services journey.

What you'll bring to the table:

✅ Strong communication skills - you listen carefully, ask the right questions and can explain information clearly and simply, both verbally and in writing.

✅ Customer focus - you take the time to understand what a customer needs and are committed to providing a positive and fair customer experience.

✅ Ownership and accountability - you take responsibility for customer queries, follow things through and deliver on the commitments you make.

✅ Problem-solving and good judgement - you can gather information, consider different options and determine the right next step for the customer.

✅ Adaptability and a willingness to learn – you’re comfortable developing new knowledge and skills and will embrace the opportunity to build capability across the full customer service journey as you progress.

✅ Strong attention to detail - you understand the importance of accuracy and can maintain quality while working in a busy environment.

✅ Digital confidence - comfortable in using digital tools and a willingness to learn and navigate multiple systems, such as email platforms like Outlook, customer databases, and internal portals

✅ Resilience and professionalism - you can handle challenging or sensitive customer conversations calmly and constructively while maintaining a high standard of service.

✅ Quality and accuracy - you understand the importance of following processes, maintaining accurate records and getting things right first time.

✅ A collaborative approach - you work well with others and understand when to involve colleagues or specialist teams to get the right outcome for the customer.

Exposure to environments with high volumes of customer interactions is desirable, but not essential. If you're passionate about delivering great service with strong transferable skills, we'd love to hear from you.

Familiarity with regulated settings such as Financial Services can be helpful, though not required. We welcome applicants from all customer service backgrounds; full training will be provided to support your success in the role.

Demonstratable strong clear verbal and written communication.

Ability to take ownership, solve problems and use sound judgement.

Ability to follow processes and maintain accurate records.

Confidence using and willingness to learn digital systems.

Ability to handle sensitive customer conversations professionally.

Willingness to learn and work collaboratively.

Ability to meet the stated training and working arrangements, with reasonable adjustments where required.

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.