About Us
To be a key day to day Operational contact for drivers within the Department. To provide a high standard of customer service. The Booking Specialist position will provide front line support for all driver and client-related queries. The successful applicant will be part of the Frontline Team within the Client Services Department. They will look after all day to day enquiries and administration, while working closely with their fellow team and department members.
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 is desirable.
At Ayvens our focus is not only on vehicles, but our focus is also on the driver. Just as we maintain vehicles we aim to maintain the best possible service and experience for the driver. It was with this in mind that we created the Frontline Team of Specialists available to respond to any administrative query in a timely and efficient manner.
Tasks
Working as part of a team, efficiently and professionally process and log telephone and OCM case enquiries.
Direct vehicles into Ayvens preferred supplier network for repairs.
To redirect enquiries received to relevant teams as required.
To undertake any reasonable role related duties which may be required from time to time by Line Manager.
Achieve team goals and to achieve individual targets as outlined by Line Manager
To help build long term proactive relationships with clients and drivers by: Building client trust and confidence, continuing to build on Ayvens professional image and maintain Ayvens high standard of customer service.
Increasing customer survey ratings
To undertake any reasonable role related duties which may be required from time to time by Line Manager.
Recommending vehicles and arranging test drives.
Processing quotations/ orders for new vehicles.
Processing of other driver-related tasks (fuel cards, tax discs etc).
Complaints handling.
General administration.
Ad hoc projects: To work with your managers or colleagues to assist in any ad hoc requests you are asked to do.
Knowledge, Skills & Experience
Pragmatic decision-maker.
Good telephone communicator with both suppliers and customers.
High achievement & drive with a proven ability to deliver results.
Team player actively participates in shared objectives and has an enthusiasm and commitment to work towards team goals.
Flexibility, willing to carry out variety of tasks/ activities requested and is prepared to work additional hours as may be necessary from time to time.
Excellent communication skills, both written and verbal along with a polite, friendly and diplomatic manner.
Must have strong attention to detail and display a high level of accuracy.
Computer literate with an excellent knowledge of Microsoft Word, Excel, PowerPoint & Outlook.
Good team player – must enjoy being part of, and actively participating in a team environment.
Good interpersonal skills and have an ability to build rapport with clients and drivers.
Ability to think and take initiative, identify & implement efficiencies and the confidence to make decisions when required.
Good time management skills, managing fluctuating workloads & organisation and prioritisation of daily tasks.
The ability to see issues through to completion and work to deadlines.
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 dealing, demonstrate high standards and levels of performance and constantly strive to improve processes and procedures so as to add value to the Department.
This role will be advertised internally and externally.
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