Service Centre Admin - Aztec West, Bristol

Undisclosed Company
£20400 per annum
28 Nov 2016
12 Dec 2016
Manpower UK
Job Type

General Description of Job:
Phoenix Service Centre (PCS) Team; provide a leading fleet management service to all MOD customers worldwide. The Service Centre Journey Administrator role is to process journey requests from the MOD within the required SLA's under the Phoenix II contract. It supports the wider team as part of a global fleet management service for customers worldwide. Typically the work is handling queries relating to journeys via Rental and Quoted rate suppliers, deliver clear and accurate information to the suppliers via the Phoenix booking system, input data, in all instances paying particular attention to detail. Continually maintain a professional relationship with all customers, and the Phoenix supply chain partners, providing an excellent customer service and mindful at all times we maintain the company's quality and health and safety values.

Main Tasks:
*To provide administrative support to a wide variety of vehicle focused activities including scheduling, maintenance, incident management and fines and charges
*To process all contacts in line with Company Key Performance Indicators (KPIs)
*To ensure Company health, safety and environmental procedures are complied with at all times
*To actively contribute to the achievement of both individual and department targets and objectives
*Inputting booking requests within agreed timescales.
*Providing customers with confirmation of their booking and any further information required relating to that booking.
*Allocating a supplier to a booking checking it is from an authorised and contracted supplier listing relating to the requested SOR Code.
*Liaise with both supplier and customer throughout the booking process.
*Ensure all notes are correctly and accurately recorded on the system to assist Purchase Ledger Department (PLD) to clear all invoices.
*Ensure that processes are maintained in line with the company's corporate governance policies, processes and procedures including those relating to Health and Safety, Quality and the Environment.

Experience and Qualifications
*Educated to GCSE level
*Competent on MS Office (Word, Outlook, Excel, PowerPoint, SharePoint)

*Experience of fleet management
*Experience of Multi-Channel Service centre operations
*Knowledge of the Transport Industry and MOD Environment

Skills Profile:
*Excellent communication skills and the ability to build rapport with the customer
*Friendly , calm and helpful attitude; good interpersonal skills and ability to work well with others
*Ability to handle multiple contacts against strict KPI's
*Ability to identify customer needs and respond appropriately to them
*Excellent oral and written communication skills
*Organised with excellent attention to detail
*Strong accurate keyboard skills
*Good proficiency and navigation skills around a computer
*Excellent telephone manner with a clear speaking voice
*Creativity; the ability to think around problems and come up with creative solutions is helpful
*Ability to work well in a team, with or without direct supervision
*Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during demanding situations
*Ability to prioritise own work streams during critically busy periods.
*Ability to follow processes that allow advisors to provide "right first time" call resolution to the customer.
Behaviour and Competency Profile:
*Leadership Performance - focusing on efficient and effective delivery and achievement of goals and targets to meet defined business aims.
*Leading Innovation and Change - Embraces change by inspiring people to identify and make changes that maximise business success. Encourages and fosters continuous improvement and sharing of best practices.
*Leading People and Teams - bringing together and working successfully with diverse groups of people to capitalise on strengths, experiences and knowledge to accomplish shared business objectives. Encouraging development as a strategy to strengthen the business.
*Leading Customer Focus - focusing on achieving high levels of customer satisfaction and service, on both external and internal customer needs and expectations. Creating an environment in which employees want to and can deliver an excellent service resulting in sustained profitability and business success.
*Leading Culture - Creating an organisational culture of high performance and excellence, by demonstrating the company values and behaviours. Embracing and promoting workplace diversity by conducting business to the highest standards off honesty and integrity.