Customer Service Administrator - Fleet Solutions

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 the subsequent 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/or withdrawal 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 often includes 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.

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 not progressed to the quotation stage, obtained quotes but not ordered and accepted 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.

Experience

Essential

• Knowledge and expertise gained through experience of working within the financial and/or transport/motor industry/staff benefit fields or a customer service related industry
• Proficient in the use of Microsoft Office Packages

Desirable

• Call centre experience

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).

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

Northumbria Healthcare Manufacturing and Innovation Hub

Avenue Road

Seaton Deleval

NE25 0QJ

Employer's website

https://www.northumbria.nhs.uk/ (Opens in a new tab)