Tusker Customer Service Advisor - Watford

This review provides an in-depth look at the Order & Delivery Advisor position, designed to offer potential candidates a clear understanding of the opportunity and guide their career considerations.

About the Role: Order & Delivery Advisor

The Order & Delivery Advisor role is a vital component of the Order and Delivery Team, situated in Watford. This position is crucial in ensuring a seamless and positive experience for drivers awaiting their new vehicles. The core responsibilities include managing the anticipation of car deliveries, liaising effectively with dealerships, and providing exceptional customer service. Success in this role hinges on dedication, a consistent strong performance, and a proactive approach to meeting and exceeding delivery targets. A key aspect of this role is championing the driver experience, offering support through knowledge, education, and a genuine commitment to doing the right thing, always prioritizing the driver's needs.

Key Advantages for Candidates:

• Customer-Centric Impact: This role offers the opportunity to directly influence and improve the customer journey, making a tangible difference in a highly visible area of the business.
• Career Development in a Growing Sector: The company is on an "exciting journey to transform" and is investing in technology and its people. This suggests a dynamic environment with potential for growth and learning within the car leasing and finance sector, particularly with a focus on sustainable mobility.
• Emphasis on Sustainable Mobility: For candidates passionate about environmental responsibility, this role aligns with a company committed to driving down emissions and promoting planet-positive mobility through eco-friendly car options.
• Award-Winning Company: Being part of an award-winning car leasing company since 2009 signifies a stable and reputable organization with a proven track record.
• Comprehensive Benefits Package: The company offers a generous package including a substantial pension contribution (up to 15%), performance-related bonuses, share schemes, adaptable lifestyle benefits, ample holiday, and robust wellbeing and parental leave policies.
• Commitment to Diversity and Inclusion: The organization actively fosters an inclusive environment, welcoming applications from under-represented groups and offering support for reasonable adjustments.

Key Considerations for Candidates:

• Hybrid Working Model: While flexible working is supported, the role requires a minimum of three days per week (or 60% of time) at the Watford office. New starters will need to be in the office full-time during the initial training period until competency is achieved.
• Performance-Driven Environment: The Order and Delivery Team is a high-visibility area with key metrics. Candidates should be prepared for a role that demands dedication and a consistent, strong performance to meet demanding targets.
• Proactive and Accountable Approach: The role requires individuals who take full accountability for their work, proactively chase responses both internally and externally, and are committed to resolving issues on first contact.
• Exceptional Communication Skills: Strong verbal and written communication, articulate and professional responses, and a polite telephone manner are essential. The ability to deliver difficult messages effectively, educate, and manage conflict is also important.
• System Management and Accuracy: Candidates must be adept at managing internal and external systems, ensuring information accuracy and being comfortable with data management.
• Adaptability and Flexibility: The role may involve taking on bespoke and ad hoc tasks, requiring flexibility and the ability to prioritize effectively to meet varied business pressures.
• Problem-Solving and Resolution: Experience in resolving complaints and difficult inquiries at the first interaction is highly valued, indicating a need for strong problem-solving and conflict-resolution skills.

This Order & Delivery Advisor position presents a significant opportunity for individuals who are customer-focused, performance-driven, and eager to contribute to a forward-thinking organization in the sustainable mobility sector. Candidates who possess strong communication, organizational, and problem-solving skills, and who thrive in a dynamic and supportive environment, will find this role particularly rewarding for their career advancement.