Customer Helpdesk Representative

Customer Helpdesk Representative

Salary: Competitive

Who We Are

Founded and continuously led by inventor and entrepreneur Tony Aquila, Solera is a global leader in digital technologies that connect and secure life's most important assets: our cars, homes and identities. Since its inception in 2005 as a garage-based startup, Solera has grown aggressively with over 50 acquisitions across its platforms The company's current product solutions include Audatex, Autodata, AutoPoint, CAP/HPI, Colimbra, Digidentity, Enservio, Explore Data, Hollander, Identifix, Inpart, LYNX and TitleTec, as well as the company's flagship Digital Garage application. Today, Solera processes over 300 million transactions annually for approximately 235,000 partners and customers in over 80 countries. Unified by a strong culture that values uncommon entrepreneurial thinking and continuous "do-it-different" innovation, Solera's global workforce of 6,700+ associates come from diverse forward-thinking industries that include automotive technology, artificial intelligence, software development, data sciences, cybersecurity, cognitive design, and digital identity protection.

cap hpi provides decision support data and software solutions spanning vehicle valuation, validation, collision, mechanical repair, and total cost of ownership. We help our customers to make smarter automotive decisions by providing one source for data and software solutions that uniquely span the whole vehicle lifecycle; new, used and future vehicle valuation, validation, collision, mechanical repair and total cost of ownership. cap hpi puts technology at the centre of all data activities, from collection and processing, through to delivery and the development of new applications. We operate from an international hub in Leeds, UK; ensuring our systems, coding, data collection processes, and valuation methodologies are consistent, scalable, repeatable and of the highest quality for every country. cap hpi operates as part of Solera, a global provider of risk and asset management software and services to the automotive and property marketplace. Solera is active in 85 countries across six continents.

The Solera Way

Solera’s uncommon culture is based on three simple principles: Think 80/20 (Focus), Act 30/30 (Efficiency), and Live 90/10 (Accountability). We define our mindset using our 3H’s: Humility, a Hunger to succeed, and a desire to Hunt for opportunities to win. We train our volunteers to engage with each other modulating between their intellect (IQ) and emotional intelligence (EQ) using our 3Fs: Facts, Finesse, and Force. Solera has become a global technology leader that is constantly growing in the double digits. The principles, drills, and values associated with the Solera Way have been fundamental to Solera’s success and our ability to grow, continuously change, and innovate.

Our Space

• Location-wise, we are based across the road from Leeds station.
• Our office setting is open plan and we work collaboratively as a team.
• Smart casual is our dress code and we are open to flexible start and end times and some remote working (with agreement from your manager).
• To break up the day and to allow time away from your screen we have table football and a pool table in the office, we offer weekly fruit to keep the team healthy!
• Once a month we have an informal ‘’beer and crisps’’ get-together where we catch up on new developments and wins.
• We also like to celebrate company success, funding legendary summer and winter parties.
• Teams also take part in a quarterly incentive which is linked to our performance against financial targets.
• There are frequent opportunities internally to learn and grow into other fields / disciplines. Career progression is important to us.

Are You Uncommon?

We are seeking an experienced Consumer Helpdesk Representative who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed. We are looking for an enthusiastic individual to join our team in our Customer Operations department, you would be responsible for professionally handling customer queries, providing accurate information and upselling further products as appropriate to ensure that consumers have confidence in the provenance and history of the vehicle they are looking to purchase.

What You’ll Be Doing within the Customer Helpdesk Representative role

At Solera, we believe in providing clarity and focus to what are volunteers are responsible for – their mission. The 80’s, as we call them at Solera, are the employee’s priorities associated with their role or mission. The mission 80’s for this role, are:

• Manage tasks and activities to ensure that customer communications are answered in a timely and professional manner
• Deliver a revenue target by cross selling further products and services as appropriate
• Help customers to understand the content of the reports they receive by following suitable call frameworks and questioning techniques
• Make outbound calls as required, for example to gather more information or to update customers on progress
• Treat customers fairly ensuring consistency in the service they receive
• Accurately update appropriate systems
• A knowledge specialist within your area and working knowledge of other Solera UK products
• Support the smooth implementation of new product launches
• Foster and develop strong internal relationships particularly with the support teams

Are You Qualified for the Customer Helpdesk Representative role?

• A track record of delivering high quality sales and service in a customer focused environment
• Used to working with processes and seeing things through to completion
• Experience of delivering difficult messages in an empathetic manner
• Experience of the motor trade
• Call centre experience preferred

If you would like to be considered for the Customer Helpdesk Representative role please click “APPLY” below