Customer Account Administrator

Job type: Full time, permanent, 42.5 hours per week, 8.5 hours per day

Hours: 08.00 - 17.00

Benefits: 22 days per annum rising to 23/25 days on length of service plus bank holidays, Employee referral scheme offering GBP300 - GBP500, discount on vehicle hire, Specsavers Eye care vouchers, multiple discounts on various well-known high street retailers and discounts with selected automotive companies.

Company Overview:

VMS (Fleet Management) Ltd is part of the fast growing VMS Automotive Group offering a range of services comprising of Contract Hire & Fleet Management, Accident Management as well as offering Maintenance Services from our inhouse workshops and a leading provider of transport refrigeration systems, air conditioning solutions and converting panel vans into commercial, refrigerated vehicles. VMS Automotive operate nationwide with workshops and vehicle hire sites throughout the UK with our Head Office based in Stevenage and our Operations centre based in Bury St Edmunds.

As a result of our continued growth, we are looking for additional team members to join our team to help us continue providing outstanding service to our customers.

Main Purpose of the Role:

As an Account Administrator, you will assist the team in managing the larger customers and being the main point of contact for designated customers either directly or indirectly, delivering a high quality and effective service by ensuring processes are followed resulting in the smooth delivery and collection of vehicles ensuring all client requirements are met, the role involves:

• Manage enquiries from customers through to satisfactory completion.
• Problem solving issues from customers and escalating unresolved concerns as necessary to team leader or line manager.
• Manage disputes in relation to hire, damage, fines, and compliance of vehicles during and after the hires.
• Maintain daily contact with referred customers as detailed in the referrer service level agreement and build relationships.
• Ensuring Completion of customer information is accurate and up to date when passed to the reservations team.
• Build rapport with customers and referrers, communicating effectively to correctly identify client needs.
• Work within agreed service level agreements and on customer s portals to achieve team and individual monthly targets.
• Produce reports and paperwork.
• Daily Internal Calls to discuss any areas of concerns
• Any other ad hoc duties as required by the business.

Key Skills Required: -

• Good level of Education GCSE level or equivalent
• GCSE English & Mathematics
• NVQ Level 2 or higher in Customer Service
• Customer service experience
• Good knowledge of IT, Use of Word, Excel
• Preferred but not compulsory experience of portals such as Iris, Fleet on Demand, 1 Link
• Dealing with customer queries on the telephone
• Complaint handling experience
• Experience of working within an office environment.
• Excellent communication and organisation skills
• Very good attention to detail
• Confident, Team player and Target Driven.

Personal Competencies: -

• Strong verbal and written communication skills
• Enthusiastic with a can do attitude
• A willingness to learn and grow within a commercial environment where customer service and client satisfaction is the primary focus
• Smart and professional in appearance
• Ability to work as part of a team
• Ability to meet deadlines in a fast-paced environment.
• Ability to switch from one task to another with ease and agility.
• Self-motivated and tenacious.
• A positive and professional attitude.
• Demonstrates honesty and integrity at all times

If invited to interview, you will need to provide as evidence of your right to work in the UK, the following documents:

Passport (plus (url removed) share code confirming eligible to work in the UK if non UK passport)

OR

Birth Certificate and National Insurance Number on an official document.

Proof of Address x 2

NO AGENCIES, THANK YOU