Responsible for administration, supplier & customer service requirements within the CSC team.
Customer Service Centre central team employees will be expected to perform the following range of tasks, adapt to change, and to co-ordinate with colleagues on opposite operating times to ensure all tasks are covered.
o Use resource data to plan and book all vehicle repairs and maintenance, from both internal and external customers, into workshops on a national scale
o Use own commercial initiative and vehicle maintenance knowledge to support booking of work
o Pro-actively liaise with workshop & commercial management on resource planning and adhoc urgent resource issues
o Control booking platforms on a daily basis, meeting SLAs and KPIs on volumes
o Supply daily support and advice to workshop staff and management on commercial activity, and customer contracts
o Ensure all parts, fluids and labour times are correct before completion for invoicing
o Analyse and monitor jobs in progress daily ensuring, correct completion of work in a timely manner, minimising VOR across multiple bookings and workshops daily
o Provide handover for CSC Team to support monitoring of jobs
o To support and manage communications between the workshops and customer
o Responsible for all customer related activity, communications, vehicle updates, issues and complaints
o Excellent understanding of all computer systems, internal and external, for own use and also to provide guidance to workshop staff.
o Computer literate
o Meet telephone KPIs, and customer contract timescales
o Maintain shared inbox contact at all required times
Covering times of 06:00 - 22:00 Mon-Fri and 07:30-12:30 Saturdays, rotational (although will be worked into working day week once fully staffed). Possible extended weekend shifts in line with demand. 35 hours a week.
o Excellent customer service skills and experience
o Excellent communication skills both oral and written
o Ability to deal with departmental issues in a professional manner
o Ability to adapt to change
o Excellent understanding of individual customer requirements and understand the impact to all customers, internal and external
o Excellent organisational, planning and prioritising skills with commercial awareness
o Previous experience in dealing with multiple IT systems/platforms, ability to learn new systems
o Experience and decisive working under pressure
o Good fact finding and report writing skills
o Excellent IT Skills, computer literate
o Adaptable to change dependent on customer needs and requirements
oFleet workshop, garage network, vehicle maintenance understanding
oSAP/invoicing system understanding
oCompetent in Microsoft Excel