Direct Response Copywriter

We are market leading Customer Care and Telesales team providing expert Customer satisfaction in UK market. Within our 1st Line Customer Care Team to provide both reactive and proactive service to the key contacts within our Corporate Customers organisation.

Key Purpose

To provide 1st Line Care, Public Sector and Banking partnerships, providing reactive and proactive support, delivering a Market Leading Customer Experience.

To work collaboratively with key colleagues within the Customer Support team to ensure Customer needs are met through the delivery of administrative and processing support (including Quote/Order/Purchase) to appropriate accuracy, quality and delivery to SLA.

To develop relationships with Fleet Managers to enable delivery of commercial performance through the delivery of successful renewals performance, increased penetration of Customer Accounts and increased uptake across products and services portfolio.

Summary of Responsibilities

Act as the key point of contact for the Customer Care needs of Fleet Managers across a portfolio of accounts, working both reactively and proactively to own and resolve issues, providing a Market Leading Customer Experience

Develop knowledge and expertise in relation to products, process and systems to enable maximum effectiveness in role

To work closely with colleagues across 2nd Line Service to develop a strong understanding of the specific needs of the customer to ensure we deliver their requirements, to a high quality standard and within agreed SLAs

Work closely with colleagues across Field Sales to develop a strong understanding of the specific needs of the Customer, attending Customer visits where appropriate, to ensure we deliver to their requirements

Proactively manage the renewals process across a portfolio of accounts, seeking solutions for customers whilst driving commercial performance and seeking opportunities for further account penetration (including keeping renewals database up to date)

Develop strong relationships with Fleet Managers and work (in collaboration with Account Managers) to increase product penetration full product portfolio

Ensure that all actions undertaken meets our TCF (Treating Customers Fairly) obligations and where issues arise that these are flagged to the Customer Support Leadership team.

Act responsibly at all times, including ensuring compliance training is completed to time, documentation is completed in a compliant fashion and procedure manuals kept up to date.

Requirements

Essential Criteria

Previous experience within a Customer Service environment

Experience operating in a Corporate or B2B environment

Excellent communication skills: written, verbal, report writing and presenting

Excellent time management, planning, organizational skills

Self-motivated

Highly competent in Microsoft

Develops others by sharing own experience and expertise.