Complaints Handler - 6 Month Contract - Aztec West, Bristol

COMPLAINTS HANDLER
AZTEC WEST, BRISTOL
£19,500 - PRO RATA - £10 PER HOUR
6 MONTH CONTRACT

We do still require one more person for the Phoenix Service Centre but our requirements have changed somewhat. We are looking for another Phoenix Service Centre Administrator with Complaint handling experience as an essential. The candidate must have contact/call centre experience or come from that kind of environment with added experience in handing complaints both written/verbal.

General Description of Job:
To be a pivotal part of the Phoenix Service Centre (PCS) Team; providing a leading fleet management service to all MOD customers worldwide. The Service Centre Advisor is a key role as the first point of contact for all MOD enquiries under the Phoenix II contract. It supports the wider team as part of a global fleet management service for customers worldwide. Typically handling queries of a varied nature across a realm of services not limited to: Rental Provision, Lease Provision and management, scheduled services, incidents and events.

Main Tasks:
*To provide Service Centre cover 24/7/365 to ensure consistent Customer Service excellence
*To ensure the fleet operations business achieves its operational strategic objectives
*To provide administrative support to a wide variety of vehicle focused activities including scheduling, maintenance, incident management and fines and charges
*To provide support to suppliers on the timely return of Overdue Vehicle rentals.
*To process all contacts in line with Key Performance Indicators (KPIs) specifically in relation to the management of Customer Comments, which involves initial acknowledgement letters and final resolution letters.
*To ensure Company health, safety and environmental procedures are complied with at all times
*To be an important first part of the customer journey, making sure that the company values shine through in everything we do
*To actively contribute to the achievement of both individual and department targets and objectives
*Using Company booking system to administer all booking requests within agreed timescales.
*Confirming via email back to the customer confirmation of their booking and any further information required relating to that booking.
*When allocating a supplier to any booking it must be from the authorised and contracted supplier listing relating to the requested SOR Code.
*Check that customer electronically submitted requests that are subject to Automatic Allocation through the booking system are booked and confirmed via the authorised and contracted supplier listing relating to the requested SOR Code.
*Manually book with the suppliers all customer electronically submitted requests that are outside the Automatic Allocation system.
*Closely monitor all electronically submitted cancellations and amendments to ensure those that are passed through the Automatic Allocation system are complete and intervene with all tasks in the manual file as required
*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.
*Provide information to assist in the assembly of Key Performance Information, KPI's
*Within the Phoenix booking system ensure that processes are maintained in line with company policy.

Experience and Qualifications
Essential
*Educated to GCSE level
*Competent on MS Office (Word, Outlook, Excel, PowerPoint, SharePoint)
*Experience of investigation of complex complaints and drafting high level responses and providing advice relating to complaints


Skills Profile:
*Excellent communication skills and the ability to build rapport with the customer
*Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
*Ability to handle multiple contacts via all voice and non-voice channels 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.