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Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.
Continuous Improvement provide support to customer service and all customer facing teams by providing the framework, assessment method and insight to ensure that we consistently deliver high quality customer interactions, for all customers.
We're currently recruiting in this area and are seeking 2x Quality Analysts to support and improve our capacity. Fantastic opportunities for personal development for those with a passion for quality standards and continual improvement
Primary Objective
Responsible for supporting, auditing and monitoring of the Ayvens ‘Quality Standard’ for customer interactions across our Service and Support teams (for phone calls, cases, emails, complaints and vulnerable customers).
Working collaboratively with Operational Leaders, to ensure that quality monitoring is conducted consistently across all teams, providing feedback on best practice, successes and areas for development, including recommendations for required improvements. Providing support to first line Leaders to ensure that they are confident in taking appropriate corrective action, including coaching for improvement.
Analysing quality output data to identify trends and root causes for any performance issues, and taking ownership of recommending and implementing corrective actions, process improvement and monitoring & oversight.
Continually support the ongoing development and delivery of the quality standards training, improving our feedback culture.
Responsibilities
Delivery of Quality Standards evaluations to cover all customer facing areas (inc. Service and Support) and by all channels (phone calls, cases, emails, complaints and vulnerable customers) by conducting a number of first line and additional ‘Check the Checker‘ audits for all interactions channels required.
Audits should assess the adherence to regulatory requirements to ensure that all responses are timely and accurate, using the documented quality framework.
Application of all regulatory and compliance needs within the framework for a high quality customer interaction, focussing on customer outcomes. Breaches and issues should be flagged to department management on a case by case basis and aggregated for the Quality Standards Lead to provide a holistic picture of company performance and risk.
Provide regular, timely and concise communication of assessment results to first line Leaders to enable onward coaching of performance. Actively develop and coach advisors to ensure they meet their full potential in line with agreed business strategy.
Ensure that role model customer interactions are visibly celebrated on a regular basis, creating a culture of service excellence and aspiration to achieve high standards.
Support the fulfilment of our compliance responsibilities through the analysis of quality output data to identify trends and root causes for any performance issues, and taking ownership of recommending and implementing corrective actions, process improvement and monitoring & oversight. Ensure action plans are well documented, monitored and evidence to support grounds for closure is provided. Support the Customer Service division with checks for adherence to FCA timescales and Ayvens policy linked to the origin and logging of complaints. This includes completion of audit and compliance and GPS tasks.
Actively contribute to the design, improvement and delivery of quality standards training to ensure it is always first class, relevant and up to date. Assisting with the coaching and training of new and existing colleagues to continually improve our feedback and development culture.
Work closely with the Quality Standards Lead to ensure that the Quality Framework used for assessing interactions is complimentary to any audit checking and supports the principles described by the FCA & Consumer Duty.
Taking ownership of process improvement opportunities to ensure the continuous improvement of service excellence, and good customer outcomes.
Skills, Experience & Background
Highly customer focused with proven ability to deliver improvements
Passion for customer experience and continual improvement
Strong interpersonal skills with an ability to provide constructive feedback
Strong listening skills and high attention to detail
Excellent communication skills: written, verbal, report writing and presenting
Strong time management skills encompassing planning and organisational skills
Proven ability to influence others
Strong commercial awareness with an understanding of complaint handling processes, regulatory requirements and applicable legislation
Self-motivated and ability to drive own workload and plans
What We Can Offer
Generous contributory pension scheme
25 days holiday, in addition to bank holidays
Volunteering days to assist in charity work
Sustainability Initiatives
Holiday buy / sell (subject to conditions)
Travel Insurance (cost associated)
Dental Insurance (cost associated)
Flexible working options available
Eligibility for Annual Bonus Scheme
Study support (where applicable)
Enhanced parental leave
Generous Employee Referral Scheme (£1000)
Cycle2work Scheme
Free breakfast / fruit in the Bristol office
EV charging points, bike storage, shower & changing facilities, car parking
Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!
Why Ayvens?
With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.
At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.
Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.
*ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.
