Customer Service - Dealer Services

Ford Credit
Manchester, Greater Manchester
Up to £9.59 per hour
23 Feb 2018
23 Mar 2018
Manpower UK
Job Type
Ford Credit Europe Bank plc is a wholly owned subsidiary of Ford Motor Company and offers Ford customers and dealers a variety of retail and wholesale automotive financial products and services through the Ford Credit brand name. Ford Credit Europe has established a new business centre based in Manchester city centre to provide financial services support for its UK retail customers and European Ford Dealer Network.

The Dealer Services department is primarily responsible for the handling of all new Ford Retail and Ford Business finance applications. Dealer Services are also the primary contact point for Ford Dealers and Ford Credit field staff who engage directly with the public in order to prepare finance applications required to facilitate new car purchases. The Dealer Services Administrator is a dynamic role which requires switching between various tasks to meet daily business objectives.

Key position responsibilities will include:
*Providing outstanding service to Ford dealers and field sales staff who contact Ford Credit by phone, post, email, or fax
*Making outbound calls to Customers, Dealers and Field Staff to maximise proposal information whilst remaining fully compliant with Data Protection legislation.
*Handling both inbound and outbound calls, ensuring that key performance metrics on service levels including call answering time, call volume and post call administration are consistently achieved
*Processing and administering electronic finance documentation
*Administration of queries and follow up actions as required, for example incorrectly completed documentation
*Ensuring all regulatory requirements are met and processes adhered to
*Using multiple IT systems and applications in the course of daily work
*Managing peaks in business volumes at key points in the year

Person specification:
*Positive approach to providing excellent customer service and taking accountability for resolving or escalating customer queries as required
*Must be able to demonstrate a focus on delivering results, being a valued team player, and showing resilience and adaptability to achieve personal and team objectives
*Excellent verbal and written language skills (additional European languages spoken to business level would also be an advantage)
*Confident in meeting deadlines with minimal supervision, whilst maintaining high levels of quality and efficiency
*Confident IT skills, able to competently approach using a range of systems and applications after receiving training
*Understand what the fair treatment of customers means and to ensure that this is consistently incorporated into the role
*Ability to acquire and put into practice new knowledge and skills, developed though on the job training
*Willing to cross-cover within business centre to support other teams as required to help maintain overall quality of service

Additional information:
Positions operate on a full-time basis, over a 37.5 hour week. Hours/days of work vary between departments, but candidates should be available to work between 8.00am-8.00pm Monday-Friday to cover opening hours as required. Some weekend working is also required, again this is specific to each department, but candidates may be required to work up to 1 in 2 Saturdays (8.30am-5.30pm)/Sundays (10.00am-4.00pm). Bank Holiday working may also be required.

The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment and harassment on the grounds of race, religious beliefs, creed, colour, nationality, ethnic or national origins, gender, marital status, parental status, age, sexual orientation or disability. We believe that a key ingredient to business success is the diversity of our workforce where differences are valued and everyone is included. Diversity at Ford Credit includes all of the things that make each of us unique individuals. Our backgrounds, opinions, experiences, perspectives and life situations are just some of the distinctions we bring to the workplace.

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