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At Ayvens, progress starts with you.
Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.
An excellent opportunity to work as a Real Time Analyst in our Bristol office.
This role is office based - 5 days per week.
Overall Purpose of the role
- The Customer Service Planning Team are responsible for providing accurate and effective planning support to the Customer Service Leadership team to ensure the delivery of Customer Experience and Commercial performance.
- Analyse, monitor and react to real-time staffing levels and customer contacts, to optimise customer journey in line with operational plans
Key Responsibilities
- Support the delivery of a balanced operational performance, including managing offline activity across a customer service environment
- Optimising performance through shrinkage management and agent skill alignment to ensure operational goals are met
- Lead operational decision making with performance insight, including impact to customer journey and supporting recommendations
- Influence operational decision making to set weekly & monthly targets. Manage schedules and daily results to deliver agreed targets
- Ensure all resourcing updates are included in the daily planning and schedule management
- Identify risks of delivering the operational plan and escalate to appropriate stakeholders, with solutions to mitigate impact to customer journey
- Conduct & feedback on trend analysis to enhance both operational & planning KPIs supporting continual improvement
- Co-ordinate & communicate in-day issue management for technology incidents impacting the customer journey
- Assist in the delivery of change work streams which will require strong working relationships and stakeholder management
Required Skills And Experience
- Good communication skills, both written and verbal
- Stakeholder management both horizontal and vertical
- Analytically sound with an ability to problem solve
- Driven for Customer Excellence
- Strong organisation and planning skills
- Ability to work across multiple tasks at once
What We Offer
Salary for an equivalent permanent position between £25,000 and £28,000 dependant on experience
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.
