Who you are

• Experience of responsibility for all inbound and outbound interactions and always puts themselves in the drivers shoes to see things from their perspective and owns any interaction through to completion, proactively chasing responses internally and externally where needed to complete a task
• Excellent verbal and written communication skills with a polite and professional telephone manner
• Proactively looks for how to do the best job
• Inquisitive natures which asks questions about context and impact
• Manages self with strong organisational and time management skills
• Thrives when working as part of a team and is motivated by and understands the importance achieving targets
• Ability to flex and prioritise to meet varied business pressures
• High accuracy levels and attention to detail
• Confident in handling conflict with the ability to explain how to others

What the job involves

• The successful candidate will be responsible for working within the Order and Delivery Team assisting in all areas of the department, providing excellent customer service, whilst managing the driver’s anticipation of waiting for their new car to be delivered by liaising with our dealers
• The Order and Delivery Team is a highly visible area in the business, with key metrics and therefore dedication and a consistent strong performance is required to meet (and strive to exceed) the delivery targets each month
• This role must support drivers by delivering the best service, through knowledge, education and passion to do the right thing, always putting the driver and their experience first
• Responds to all interactions articulately and professionally, providing all the information required first time, and continually reviews what you are doing to look to make improvements and takes responsibly to find out if you don’t know the answer
• Takes full accountability for the work and service you deliver, striving to exceed KPIs and SLAs
• Able to deliver difficult messages, using each opportunity to explain and educate
• Makes calls instead of sending emails in the first instance where possible and takes time to understand the driver needs
• Management of internal and external systems, keeping information accurate and up to date
• Is flexible to take on bespoke and ad hoc on tasks allocated by Line Manager and Assist with team training
• Co-ordinates multiple team responses to give a holistic response where require with experience of resolve complaints and difficult enquiries with first interaction and to become Champions and is empowered in first contact resolution (FCR)

The application process

• End Date: October 13, 2026

Benefits

• Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
• A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
• A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
• Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
• Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
• Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
• Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
• Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
• Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our 'Your Tomorrow' scheme. You can decide how much you save and get a say in where your contributions are invested.