Job Purpose
To provide a high standard of customer service support and fleet management consultation to a number of clients. This will include providing front line support, including dealing with clients and drivers, prospect visits, presentations and attending meetings. They will play an important role within the team and provide support to their colleagues to ensure team goals are achieved.
Applicants must be highly motivated, self-starters with excellent communication, computer and administrative skills, who have the ability to work as part of a team. Prior customer service experience and motor/fleet industry experience are essential.
Tasks & Responsibilities
To build long term proactive relationships with Customers by:
* Building Customer trust and confidence
* Increasing Customer survey ratings
* Maximising profit opportunities
* Upselling additional services, e.g. fuel, insurance
* Improving renewal rates and where potential grow fleets
* Regular client meetings and ensuring proper follow up from these meetings, including detailed minutes and swift follow up of action points
* Continuing to build on Ayvens professional image and maintain Ayvens high standard of customer service
To ensure the highest level of customer service in relation to:
* Proactive advice and consultation given to customers and or drivers
* Client Retention
* Making car policy & cost saving recommendations to customers
* Quotations being supplied with maximum accuracy and efficiency
* Orders and enquiries managed efficiently
* Management of customer reporting by utilising Ayvens standard/harmonised reports and templates
* Professional response to customer queries
* Processing a number of administration tasks and other driver related tasks
* Managing fluctuating workloads
* Assisting with new business implementations
* Dealing with LP Group requests
* Working closely with the Finance Department with regard to credit approvals, invoice queries and debtor management
* Identifying growth opportunities with existing clients
* To ensure processes and procedures are adhered to as outlined in training or any subsequent communications
Contributing to the success of the Account Management Team and Ayvens by:
* Maintaining a positive approach and attitude to all aspects of work
* Working as part of a team, i.e sharing best practices and providing support to colleagues
* Working closely with colleagues within team and across the business towards achieving objectives
* Ensuring that all individual and team targets are achieved
* Attending, contributing to and actioning issues at team and dept meetings
* Buy in to and contribute to any dept or change projects
Knowledge, Skills & Experience
* Motor/Fleet industry experience essential
* High level of attention to detail
* Creative thinker with ability to identify and implement improvements
* Computer literate with an excellent knowledge of Microsoft Word, Excel & PowerPoint
* The ability to see issues through to completion and work to deadlines
* The ability to think, act and make decisions under pressure
* Clear organisation and prioritisation of your daily tasks, while also ensuring teamwork is also completed
* Appropriate follow-up on client deliverables
* To ensure appropriate time is given and all tasks are completed as requested
* Team player able to work with others both in the dept and across the business achieving shared commitment to solutions goals and plans
* Customer driven with the ability to deal and build relationships with individuals at all levels of the business, and to be seen as approachable and willing to get involved.
* Adopt a professional approach in all dealings, demonstrate high standards and levels of performance and constantly strive to improve processes and procedures so as to add value.
Job Types: Full-time, Permanent
Work Location: In person