TITLE: Customer Services / Fleet Administrator
RESPONSIBLE TO: Team Leader
SALARY: £27,000 – £32,000
STATUS:Full Time, Permanent Post
Job Purpose:
It is envisaged that the role of Customer Service / Fleet Administrator will be a vital role within the business, supporting the Fleet & Transport Director & Team Leader in ensuring the day to day operations.
The Customer Services/ Sales Advisor willassist the Team Leader in ensuring high levels of customer service delivery to customers. They will be responsible for achieving and exceeding personal targets and KPIs set and supporting the Team Leader in achieving the branch targets and KPIs which will include maximizing vehicle availability, maximising the sales of ancillary products such as excess waivers, to minimising costs, and delivering excellent and efficient customer service.
This role requires a discreet individual who can maintain the confidentiality of the information they are exposed to; the Customer Service / Fleet Administrator will be able to work under pressure, a confident and driven professional, driven to succeed within their role.
Supervisor Responsibilities: All Staff
Accountabilities: To be accountable for the Customer service received by our External and Internal Customers
To achieve the targets set for the role within set timescales
To report issues to the Team Leader
To be accountable for your workstation and any equipment provided to you
The Health & Safety of yourself and colleagues.
Files and other documents relating to customer cases
Specific Duties
General Responsibilities
- Ensure that all enquires are dealt with on the day of receipt
- Attend to mail, fax messages, electronic mail and telephone calls on a daily basis
- Deal with initial telephone enquiries from all sources in a polite and professional manner
Customer Service / Fleet Administrator Responsibilities
- Manage a busy workload
- Arranging for the rental of cars to retail customers as well as breakdown, insurance claims and dealership customers
- Fleet Management of vehicles to ensure maximum efficiency
- Ensuring the delivery of excellent customer services, dealing with customer complaints proactively where possible
- Following the operational procedures of the organisation
- Effectively managing time to complete duties and responsibilities of the role
- Updating computer system/ filing system as required
Line Manager Reporting
- Providing daily operational updates to Team Leader
- Actively partaking in meetings as and when required
- Request training identified to assist in being successful in the role and attend required training ensuring that a certificate of completion is forwarded to HR
- Participation in appraisals and performance reviews to assess your overall performance, duties, training requirements and development.
Other
- Adhering to the rules and regulations and Health and Safety guidelines of the company and the rules and regulations around your role
- Demonstrate confidentiality at all times.
- Commitment to preserving high customer care standards at all times
- Supporting team members and knowledge sharing
- To undertake other such reasonable duties as shall from time to time be required by the company, within the competency of the postholder.
The job description may need to be reviewed in the light of any new developments as the role progresses.
It should not be regarded as restrictive or definitive but acts as a broad guide to the demands of the post.
Person Specification
Essential
- Knowledge of Motor Vehicles (Makes & Models)
- Experience of working in a customer focused environment, with demonstration of being motivated to achieve excellent service and the best possible outcomes for clients.
- Demonstrable experience of working in a busy office environment with excellent time management skills, organisation skills, the ability to prioritise work, meet deadlines, work calmly under pressure and have persistent application to the tasks in hand
- GCSE English A-C grade
- Excellent Communication Skills in English (interpersonal, listening, written and oral)
- The ability to work as part of team and make a positive contribution
- Ability to take accountability and work on own initiative without supervision
- Ability to demonstrate a problem-solving approach
- Demonstrable commitment to confidentiality
- A flexible approach to work to meet the needs of the business and the role, with a demonstration of willingness to take on tasks as required by the directors
- Excellent IT Skills with proven experience in all Microsoft Packages.
- Excellent administration skills.
- A friendly, positive, enthusiastic and professional character who is motivated by doing a good job
- Demonstrable commitment to goals, objectives and vision of the organisation (and the business in which you are placed to carry out your role)
- A current and valid driving License and access to personal transport for business use/or* have access to a form of transport which will permit the applicant to meet the requirements of the post in full (*This relates to any person who has declared to having a disability which debars them from driving).
Desirable
- Demonstration of Degree or equivalent third level education.
- Demonstrable experience of working within the vehicle rental or hire industry.
- Demonstrable experience of Exceeding Expectations.
- Demonstrable Personal drive and commitment.
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