Client Service Advisor

URGENT!

CLIENT SERVICE ADVISOR (Admin) - FLEET

JOB PURPOSE

The Fleet Client Services Team is dedicated to providing support, guidance and effective account management to our retailer introduced Contract Hire and Finance Lease business. This role is a vital element in delivering service excellence to the Contract Hire and Finance Lease portfolio and contributing to the growth and development of the department. We provide a quality branded experience throughout the life cycle of the contract in order to ensure excellent service to the customer, the contract and the asset, which in turn should maximise the potential for valuable repeat business.

RESPONSIBILITIES

• Performing and responding to a high volume of emails and letters within company guidelines and procedures.
• Providing a first contact point, to handle the administration of cases via email and/or written correspondence.
• Ensure clarity and understanding of a custom's requirement by providing proactive customer service, with excellent industry and product knowledge.
• Ensuring customer expectations are exceeded at all times.
• Negotiating payment and charges with customers within agreed authority levels throughout their agreement; particularly at the end of their agreement.
• Account analysis and rectification using your initiative and negotiation skills
• Accurately updating relevant systems with details of account activity.
• Monitoring, diarising and completing daily administration tasks.
• Assisting on specific business projects and process improvements within the department.
• Working within agreed authority levels taking ownership of the issue but referring to higher authority when required.
• Close liaison and interaction with other areas of the business to assist in the resolution of cases and customer satisfaction.
• Identification of additional revenue opportunities and repeat business.
• Ensure Fleet remain FCA compliant, by logging all dissatisfaction formally.

SKILLS AND EXPERIENCE

• An understanding of VW Group Brands and VWFS product portfolio.
• Ability to communicate and negotiate effectively both in writing and verbally at all levels.
• Attention to detail with a high degree of accuracy.
• A strong team player with the ability to work under pressure and meet strict deadlines.
• Able to demonstrate a systematic and mature thought processes to managing your own workload.
• An ability to follow procedures whilst empathising with customers to resolve cases.
• A resilient approach to dealing with difficult customer enquiries and complaints.
• Strong customer service focus essential with a determination to resolve issues.
• A proactive and flexible approach with the ability to react appropriately and effectively to changing circumstances and demands.
• Full PC Literacy essential.
• GCSE Maths and English at level C or above.

WORKING HOURS: Monday - Friday 9am - 5pm (NO WEEKENDS!)

PAY: £10,15