Posted in: Customer Service/Call Centre in West Midlands | Posted: |
We at Work Lyf are recruiting for our well established Client based in Newcastle-under-Lyme. They are looking for a Fleet Services Executive to support the delivery of industry leading customer service & operational account management to their customers. Once probation is completed, this position can be hybrid, 3 days in the office, 2 at home.
Key Accountabilities
* To own the customer and the end to end processes associated to the customer, with a specific focus on developing meaningful relationships with client key contacts.
* To deliver accountabilities in line with objectives and personal development plan set.
* To make decisions based on the customer’s priorities and internal business deliverables, with decisions based on best intentions using handbooks/rulesets/company policy.
* Ensure contractual requirements are met in full, demonstrated through KPI performance, ensuring that client SLAs are met at all times.
* Collaboration with team members to ensure all client contracts are supported effectively.
* To ensure that data quality is maintained.
* To provide customer reporting with complete accuracy in line with customer date requirements.
* Efficiently resolve or escalate enquiries or complaints.
* Support the training and development of team members through knowledge transfer and learning review (subject matter expertise and buddying).
* Work closely with Account Managers and key stakeholders to ensure that processes relating to client accounts are up to date and accurate.
Key Experience and Skills
* Client oriented mind-set to understand client needs, provide appropriate advice and anticipate reactions
* MS Office skills – esp. Outlook
* Advanced excel skills (vlookup, pivot tables etc.)
* Strong data analysis and interpretation
* Ability to work independently to tight deadlines
* Motivated to support the team to meet clients SLA’s / KPI’s
* Strong verbal and written skills
* Attention to detail
* Document management skills
* Time management skills
Monday to Friday 9a.m. to 5.30p.m.
One hour for lunch
