Customer Service Adviser

Customer Service Adviser

Bristol

£19,500

Overview:

We are currently recruiting for Customer Service Advisors to join our busy 24 hour call centre. You will be working on behalf of the Ministry of Defence as a pivotal part of the Phoenix Service Centre (PCS) Team in Aztec West; providing a leading fleet management service to all MOD customers worldwide.

This role is 24 hours per week and you will be required to work 8 hour day shifts between the hours of 6:15 am - 09:30 pm.

Ideal candidate:

The role will involve different shift patterns and the ideal candidate will be able to work well under pressure and quickly and efficiently in line with agreed targets. Possessing excellent communication and time management skills with the ability to identify and understand the needs of the customer.

Key Responsibilities:

• Acting as first point of contact for all MOD enquiries under the Phoenix II contract.
• Supporting the wider team as part of a global fleet management service for customers worldwide.
• 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.
• To provide Service Centre cover across various shift patterns 24/7/365 (including nights, weekends and bank holidays) to ensure consistent Customer Service excellence.
• To provide telephony/administrative support to a wide variety of vehicle focused activities including scheduling, maintenance, incident management and fines and charges.
• To be an important first part of the customer journey, making sure that the company values shine through in everything we do.
• 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.
• Using the company booking system to administer all booking requests within agreed timescales.
• Providing customers with confirmation of their booking and any further information required relating to that booking.
• To provide support to suppliers on the timely return of Overdue Vehicle rentals.
• 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 my clients corporate governance policies, processes and procedures including those relating to Health and Safety, Quality and the Environment.

Essential Experience:

• Educated to GCSE level
• Competent on MS Office (Word, Outlook, Excel, PowerPoint, SharePoint)

Desirable Experience:

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

For more information on this role please contact me on 01895 205424 or email me at Louise.Lunzer @ manpower .co .uk

"Customer Service" "Call Centre" "Contact Centre" "Inbound" "Outbound" "Helpdesk" "Fleet" "Ministry of Defence" "MOD" "Admin" "Microso