Customer Services Agent - AnyVan Limited

AnyVan makes moving anything easier, more affordable and greener for everyone. Our sole objective is to use technology and innovation to improve the efficiency and experience of the entire delivery and moving process. With over 8 million customers across the UK, Germany, France, Spain, Italy and Ireland since launch over a decade ago, such work has made us the largest, fastest growing tech company in the logistics industry.

Whilst we don’t own any vans or employ any drivers, we develop and apply leading technologies to manage supply and demand. This allows us to facilitate the most efficient journeys (routes, timings and costs) for transport providers, consumers and many recognised household brands, including TK Maxx, UniDays, Dunelm, Santander and Hunters.

Sustainability is a core part of AnyVan’s mission. Using technology to help reduce environmental impact has always been at the top of our agenda. We’re proud to say we’ve achieved carbon-neutral status on all our transport moves, and we won’t stop here.

Established in 2009, the last couple of years saw us celebrate unprecedented growth, and we’re expecting 2023 to be even more exciting. In January 2022, Vitruvian partners invested £125m to acquire a majority stake in the business and provide growth capital to support our expansion, making the largest ever growth capital investment into a UK-based logistics marketplace and reinforcing our position as the UK market leader.

Although we’re driven by technology, we know it’s our employees and transport providers at the heart of our success. Every voice counts, and each person has an impact, leading us to focus on personal and professional development and empowering individuals. We think big, we think differently, and we know good ideas can come from anywhere- or anyone.

Our Customer Service team is a busy department that handles a high volume of calls and solves 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!

What you'll be doing:

• 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 a 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 to 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 ability 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

• R12,000 TCTC per month with scope for progression
• Performance-related pay opportunities
• Medical Aid contribution
• 5% contribution towards the 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