Tusker Contact Call Centre Advisors - Watford O&D

Unlock Your Potential as an Order & Delivery Advisor in Sustainable Mobility

Are you a customer service champion with a passion for problem-solving and a desire to contribute to a more sustainable future? This exciting opportunity as an Order & Delivery Advisor, with a starting salary of £30,609 (part of a range up to £32,220), offers a chance to join an award-winning car leasing company, part of the reputable Lloyds Banking Group, at their Watford office.

This role is at the heart of the customer journey, ensuring a seamless and positive experience for drivers eagerly awaiting their new, environmentally friendly vehicles. It's a chance to make a tangible impact within a highly visible and valued team, contributing directly to the company's mission of promoting planet-positive mobility.

The Opportunity Defined:

• Core Function: You'll be the crucial link between drivers and dealers, managing expectations, providing excellent customer service, and ensuring the smooth delivery of new cars. This involves being responsible for all inbound and outbound interactions, proactively owning queries through to completion.
• Impact & Visibility: Operating within a highly visible team with key metrics and delivery targets, your dedication and consistent strong performance will directly contribute to the business's success. This role demands dedication to meet (and strive to exceed) delivery targets each month.
• Customer-Centric Focus: This position requires a steadfast commitment to putting the driver first, leveraging your knowledge, education, and passion to "do the right thing" and deliver the best possible experience. You'll need to respond articulately, provide comprehensive information, and handle difficult messages with empathy, always seeking to educate and explain.

Key Advantages for Candidates:

• Part of a Leading Group: As part of Lloyds Banking Group, this role offers the stability, extensive resources, and comprehensive professional development opportunities typically associated with a large, influential organisation. You’ll have many chances to learn, grow, and develop within a structured environment.
• Meaningful Contribution: Join a company genuinely committed to driving down emissions and supporting a brighter, more sustainable future by getting people into newer, greener cars. Your work will directly support this impactful mission, contributing to carbon offsetting and planet-positive mobility.
• Supportive & Inclusive Culture: The company prides itself on being an inclusive employer, actively building a workforce that reflects modern society and celebrates diversity in all its forms. They offer dedicated initiatives for wellbeing, including a menopause health package and 'Working with Cancer' support, and strongly welcome applications from under-represented groups.
• Robust Benefits Package: Enjoy a generous pension contribution (up to 15%), an annual performance-related bonus, share schemes (including free shares), adaptable lifestyle benefits (e.g., discounted shopping), 22 days' holiday plus bank holidays, and comprehensive wellbeing and parental leave policies.
• Hybrid Working Model: After an initial comprehensive training period (5 days a week in the office to ensure full competency), you'll transition to a flexible hybrid model, spending at least three days per week (60% of your time) at the Watford office. This offers a valuable balance between in-person collaboration and remote work flexibility.

Key Considerations for Candidates:

• Initial Office Presence: Candidates should be prepared for a full 5-day in-office presence during the initial training period. This intensive phase is crucial for gaining full competency and building a strong foundation within the team.
• Performance-Driven Environment: The Order & Delivery Team is a high-visibility area with clear Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Applicants should be motivated by targets, comfortable striving to exceed them, and take full accountability for their service delivery.
• Demanding Customer Interactions: The role requires exceptional verbal and written communication skills, the ability to deliver difficult messages empathetically, proactively resolve complaints, and handle conflict professionally, always putting yourself "in the driver's shoes" to understand their perspective.
• Watford Location: The primary work location is Watford. Prospective candidates should ensure this location is a feasible commute, particularly considering the hybrid working model requires consistent in-office presence for part of the week.

Who Should Apply?

This role is ideal for proactive, organised, and empathetic individuals who excel in customer service and thrive in a target-driven environment. If you possess strong verbal and written communication skills, high accuracy levels, are adaptable to varied business pressures, and are passionate about delivering an exceptional customer experience while contributing to a sustainable mission, this could be your next significant career step within a respected financial group.

Ready to make a difference and grow with purpose? Apply today to embark on a career where you can genuinely impact customers and contribute to a greener future.