Introduction
AnyVan is a leading provider of logistics solutions. However, we don’t own any vans or employ any drivers. We develop and apply leading technologies to manage supply and demand, facilitating the most efficient journeys (routes, timings and costs) for transport providers, consumers and many recognised household brands.
Using technology to help reduce environmental impact has always been top of our agenda and we’re proud to say we’ve achieved carbon neutral status on all our transport moves.
Established In 2009, 2021 saw us celebrate unprecedented growth and we’re expecting 2022 to be even more exciting. We’ve raised £125 Million growth funding from Vitruvian partners to support our expansion. This marks the largest ever growth capital investment into a UK-based logistics marketplace and reinforces our position as the UK market leader.
Although we’re driven by technology we know it’s our people that are at the heart of our success. We think big, we think differently and we know good ideas can come from anywhere and anyone. Every voice counts and each person has an impact, that’s why we focus on personal and professional development and empowering individuals
What you’ll be doing:
Our Customer Service team is a busy department who handle a high volumes of calls and solve a wide range of queries from our Customers and Transport Partners based in the UK and Europe. As a key point of contact for customers and the face of AnyVan our Customer Services team need to embody our culture and values; have bags of enthusiasm, a genuine passion for people and outstanding customer services, be resilient, inquisitive and able to approach problems from multiple angles!
Day to day duties:
- Make sure call waiting times are kept to a minimum, maximum call volumes are answered and team objectives are delivered
- Manage inbound calls and engage with our customers through a range of channels to resolve queries with a focus on retaining and promoting positive customer relationships
- Actively listen to our customers to correctly assess, manage and resolve queries aiming for successful first call resolution on every call
- Escalate any complex/high risk issues quickly and appropriately and keep all parties fully informed until they’re resolved
- Keep all customer communication records and data updated and accurate in the right systems
Skills and experience we think you’ll need to be successful in the role:
- Customer services experience preferably in a contact centre environment
- Have a confident and friendly telephone manner and be comfortable engaging in conversation with customers
- Practice active listening, remain calm under pressure and display empathy to have high quality conversation with customers and transport providers and guide them through solutions to achieve the best results for the business
- Care about doing a great job and delivering unparalleled levels of service and for customers
- Comfortable working to and achieving targets
- The ability to adapt quickly, juggle multiple tasks and prioritise workload
- Able to work and learn quickly in a fast-paced, fun and dynamic environment
- Have outstanding verbal and written english communication skills
- Good numerical skills and able to use maths efficiently to solve some customer queries
- Proficient with a range of IT packages (G-suite) and services
- Be fully flexible and able to work on a variety of shift patterns over seven days a week
Company Benefits:
- Highly competitive base salary (above market rate) with scope for progression
- Performance related pay opportunities
- Medical Aid contribution
- Sick Pay
- 5% contribution towards pension fund
- 20 days holiday a year
- In-house barista
- Friday drinks and regular social activities
- The chance to work for a fast-growing disruptive technology business
