Customer Service Centre Advisor

Job description          

Customer Service Centre Advisor, Bristol, £10.58hr PAYE, Contract

To be a pivotal part of the Service Centre Team, providing a leading fleet management service to all customers worldwide. The Service Centre Advisor is a key role as the first point of contact for all enquiries under the contract. It supports the wider team as part of a global fleet management service for customers worldwide. Typically 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.

Main Tasks:
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 customers values shine through in everything we do.
To process all contacts in line with 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 client's 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 corporate governance policies, processes and procedures including those relating to Health and Safety, Quality and the Environment.
To provide Service Centre cover across various shift patterns 24/7/365 (including nights, weekends and bank holidays) to ensure consistent Customer Service excellence.

The earliest start time is 06.30 and the latest finish is 21.30
Any 5 out of 7 days worked a week on a rotational basis.

Overtime allowances;
Saturday shift allowance: £25.00
Sunday Shift allowance: £35.00
Night Shift allowance: £40.00
Bank Holiday allowance: £60.00

Shift allowance paid on top of standard hours if worker completes a full shift on an applicable day.

Experience and Qualifications
Educated to GCSE level
Competent on MS Office (Word, Outlook, Excel, PowerPoint, SharePoint)
Experience of fleet management
Experience of Multi-Channel Service centre operations
Knowledge of the Transport Industry

Skills Profile:
Excellent communication skills and the ability to build rapport with the customer
Friendly , calm and helpful attitude good interpersonal skills and ability to work well with others
Ability to handle multiple contacts via all voice and non-voice channels against strict KPI's
Ability to identify customer needs and respond appropriately to them
Excellent oral and written communication skills
Organised with excellent attention to detail
Strong accurate keyboard skills
Good proficiency and navigation skills around a computer
Excellent telephone manner with a clear speaking voice
Creativity the ability to think around problems and come up with creative solutions is helpful
Ability to work well in a team, with or without direct supervision
Ability to handle constantly changing flow of traffic remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during demanding situations
Ability to prioritise own work streams during critically busy periods.
Ability to follow processes that allow advisers to provide 'right first time' call resolution to the customer.

Behaviour and Competency Profile:
Leadership Performance - focusing on efficient and effective delivery and achievement of goals and targets to meet defined business aims.
Leading Innovation and Change - embraces change by inspiring people to identify and make changes that maximise business success. Encourages and fosters continuous improvement and sharing of best practices.
Leading People and Teams - bringing together and working successfully with diverse groups of people to capitalise on strengths, experiences and knowledge to accomplish shared business objectives. Encouraging development as a strategy to strengthen the business.
Leading Customer Focus - focusing on achieving high levels of customer satisfaction and service, on both external and internal customer needs and expectations. Creating an environment in which employees want to and can deliver an excellent service resulting in sustained profitability and business success.
Leading Culture - Creating an organisational culture of high performance and excellence, by demonstrating the client values and behaviours. Embracing and promoting workplace diversity by conducting business to the highest standards off honesty and integrity.

Morson is acting as a recruitment business in relation to the vacancy.
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