Customer Service Administrator - Fleet Solutions

Northumbria Healthcare NHS Foundation Trust

This job is now closed

Job summary

An exciting opportunity has arisen to join the fast paced Fleet Solutions team who manage salary sacrifice schemes.

The successful candidate will be required to work in a fast-paced environment and mainly deal with customer queries via email and on the telephone.

Candidates with previous call centre experience desirable but not essential, as long as the candidate is willing to learn on the job. Full training will be provided.

Full time and part time applicants welcome.

Main duties of the job

The main duties of the job include;

1.Deal with a wide variety of queries from; employees, leasing companies, dealers, pool car providers/users, insurance brokers and managers/budget holders. Customer queries are mainly handled via telephone and email.

2. Develop and maintain relationships with key industry personnel, e.g. Vehicle Manufacturers, NHS approved leasing companies, client Trust liaison officers, insurance company staff, Home Electronic Scheme suppliers, government officials and other key external contacts.

3. Work efficiently and enthusiastically as part of a faced paced team and ensure team targets are met.

4.Understand and explain the varying complexities of salary sacrifice and how these relate to car lease and home electronic schemes.

5. Deal with customer queries relating to Home Electronics products and linking in with a third party supplier.

About us

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.

Date posted

12 July 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year Plus Bonus

Contract

Permanent

Working pattern

Full-time, Part-time, Flexible working

Reference number

319-5457294PM

Job locations

Northumbria Healthcare Manufacturing and Innovation Hub

Avenue Rd

Seaton Deleval

NE25 0QJ

Job description

Job responsibilities

Develop and maintain relationships with key industry personnel, e.g. Vehicle Manufacturers, NHS approved leasing companies, client Trust liaison officers, insurance company staff, Home Electronic Scheme suppliers, government officials and other key external contacts.

Handle all problems/issues relating to the provision of lease cars and thesubsequent delivery, on-going maintenance, insurance and payment of, said vehicles. This process involves complex queries and negotiation is often necessary, as is a sensitive approach.

Deal with a wide variety of queries from; employees, leasing companies, dealers, pool car providers/users, insurance brokers and managers/budget holders.

Required to provide contentious information e.g. the challenging of and/orwithdrawal of Trust employees entitlement to a lease car or advising drivers are liable to pay for damage to cars. This information must be relayed in a professional and non-confrontational manner.

The post holder is required to explain financial aspects of both schemes. This includes; how costs to drivers vary with different vehicle types, mileages and the effect that benefit in kind has on users tax codes.

Describe and explain technical specifications of different manufacturers and models of car.

Understand and explain the varying complexities of salary sacrifice and how these relate to car lease and home electronic schemes.

Manage the delivery of vehicles with lease companies/dealers, which oftenincludes the rescheduling of vehicle delivery dates, often at very short notice and with inconvenience and cost to suppliers.

Manage the process of Home Electronics from enquiry to order to delivery to end of lease, with customers and their employees.

Ensure vehicles are ordered at the most advantageous price from the panel of suppliers to gain best value for the trust and its customers.

Evaluate quotations for repairs of vehicles, assess if quote is reasonable and if so approve work.

Responsible for converting quotations into placed business.

Identify and react to potential customer enquiries ensuring a very high level of accuracy.

Work efficiently and enthusiastically towards the team targets.

Identify and highlight potential sales opportunities eg targeted vehicles.

Handle potential customers who have; registered on the system but notprogressed to the quotation stage, obtained quotes but not ordered andaccepted quotes but not returned complete paperwork.

Engage with customers on the live chat area of the website (when developed).

Responsible for answering routine customer queries prior to point of order ensuring the highest possible conversion rates are achieved.

Handle routine queries from drivers over the sales element of the scheme.

Job description

Job responsibilities

Deal with a wide variety of queries from; employees, leasing companies, dealers, pool car providers/users, insurance brokers and managers/budget holders.

Describe and explain technical specifications of different manufacturers and models of car.

Understand and explain the varying complexities of salary sacrifice and how these relate to car lease and home electronic schemes.

Manage the delivery of vehicles with lease companies/dealers, which oftenincludes the rescheduling of vehicle delivery dates, often at very short notice and with inconvenience and cost to suppliers.

Manage the process of Home Electronics from enquiry to order to delivery to end of lease, with customers and their employees.

Ensure vehicles are ordered at the most advantageous price from the panel of suppliers to gain best value for the trust and its customers.

Evaluate quotations for repairs of vehicles, assess if quote is reasonable and if so approve work.

Responsible for converting quotations into placed business.

Identify and react to potential customer enquiries ensuring a very high level of accuracy.

Work efficiently and enthusiastically towards the team targets.

Identify and highlight potential sales opportunities eg targeted vehicles.

Handle potential customers who have; registered on the system but notprogressed to the quotation stage, obtained quotes but not ordered andaccepted quotes but not returned complete paperwork.

Engage with customers on the live chat area of the website (when developed).

Responsible for answering routine customer queries prior to point of order ensuring the highest possible conversion rates are achieved.

Handle routine queries from drivers over the sales element of the scheme.

Person Specification

Qualifications

Essential

Academically educated to A level/NVQ level 3 standard or relevant experience in a customer service environment or business administration.

Essential

oKnowledge and expertise gained through experience of working within the financial and/or transport/motor industry/staff benefit fields or a customer service related industry.
Communication skills both orally and written

Desirable

Call Centre Experience
Knowledge and experience of databases

Person Specification

Qualifications

Essential

Academically educated to A level/NVQ level 3 standard or relevant experience in a customer service environment or business administration.

Essential

oKnowledge and expertise gained through experience of working within the financial and/or transport/motor industry/staff benefit fields or a customer service related industry.
Communication skills both orally and written

Desirable

Call Centre Experience
Knowledge and experience of databases

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information