Customer Service - Reed : Job Details

• Location: Amersham, Bucks,
• Job Type: Full-time, 37 hours per week
• Salary: Up to £35,000 per annum

Join our team as a Senior ADR Service Officer, where you will play a crucial role in administering and overseeing the Alternative Dispute Resolution (ADR) service. This position is ideal for someone with a background in team leadership and a desire to further develop their skills in a supportive and dynamic environment.

• Case Management and Complaint Resolution:
  • Manage and allocate cases within the ADR service, ensuring timely and efficient resolution within the 30 working days SLA.
  • Investigate complaints, gather documentation, and track case progress, ensuring compliance with agreed service levels.
  • Analyse evidence, resolve disputes, and draft clear written explanations for decisions.
  • Identify and address non-compliance with the published Code of Conduct.
• Team Supervision and Managerial Support:
  • Supervise the ADR team in the absence of the ADR Service Manager, ensuring seamless operations.
  • Provide guidance on complex cases, support new team members, and assist in training to maintain high performance standards.
  • Support the ADR Service Manager with data and insights for strategic decisions.
• Data Interpretation and Presentation:
  • Create and present detailed reports and PowerPoint presentations summarising case outcomes and service performance.
  • Interpret data from the ADR database to provide actionable insights to senior management.

• Proficiency in Microsoft Office, particularly PowerPoint, Microsoft Dynamics, Outlook, and Excel.
• Experience in building and presenting detailed reports and data interpretation.
• Strong administrative, organisational, and communication skills.
• Ability to multitask and prioritise in a fast-paced environment.
• Experience in customer service and complaints handling, preferably in the vehicle rental, leasing, or automotive sector.

• Competitive salary of up to £35,000 per annum, based on experience.
• 23 days holiday per annum, plus bank holidays.
• Participation in a discretionary staff performance bonus scheme.
• Non-contributory pension scheme with an employer contribution of 8.5%.
• Life assurance coverage.