Overview
Here at The Fuel Store, we are transforming the Fleet and Fuel industry for good. We are proud to be the number one reseller in the UK, through providing unrivalled support to our customers that fuels the lifeblood of Britain's roadways. As a family run business with over 9 years’ experience, we are committed to delivering on our founding principle; fuelling better for our customers. From single-vehicle operators to multi-fleet solutions, our customers are genuinely at the forefront of everything we do. We believe our services will allow them to reach heights they didn’t know possible, and we are excited to be part of that journey.
Our significant growth has led us to invest further in our Customer Service team to increase revenue, partnerships with our customers, and deliver the best possible service. We are seeking a Customer Service Coordinator to join us. You will be extensively trained and supported to become an ambassador of The Fuel Store, a product expert, and provide advice and expertise to our customers.
Responsibilities
* First point of contact for inbound customer queries via Email, Phone, and Website
* Provide a high level of customer service to our customers
* Take payments and allocate them to accounts
* Place replacement orders (fuel cards, etc.)
* Become a product expert and offer advice to our customers
* Generate customer requested reports
* Handle customer escalations and own resolution until satisfactory
* Collaborate with 2nd line support teams for suppliers
* Action customer-related tasks on our CRM system
* Keep records up to date for customers
* Work closely with Account Managers
* Understand and discuss invoices and billing with customers
Requirements and Qualifications
* Have at least 1 year in a similar customer service contact centre role
* Be a great communicator
* Excellent listening skills
* Effective troubleshooter
* Experience using Office 365 (Word, Excel, Outlook)
* Team player with an understanding of wider business relationships
* Positive attitude and resilience
What you will bring as a Fueller
* Strong motivation to work in a fast-paced environment
* Aptitude for overcoming challenges with a curious mindset
* Ability to challenge the status quo and understand how things work
* Attention to detail while keeping the bigger picture in mind
* Ability to work well individually and as part of a team
* Excellent communication and ambassadorial skills for stakeholders
* Logical decision-making
* Excellent organisation and time management
* Commercial savviness
Benefits
* Salary Sacrifice Pension Scheme: After 12 weeks of continuous employment, automatic enrollment into our Pension Scheme
* Life Assurance: 3x Basic Salary
* Health & Wellbeing: MediCash access after probation for healthcare cashback schemes, discounts, counselling (for you and up to 4 children)
* Private Healthcare: Access to private healthcare
* Holiday Entitlement: 26 days annual leave plus statutory holidays; additional personal holiday allowance with service up to 5 extra days
* Financial Advice: 1-2-1 financial advisor sessions at no charge
* Supporting local charities: We support the local community and charities
* Salary Sacrifice: EV, Childcare, Groceries, and more to maximise earnings
Location and Employment Details
Permanent, Full Time
Basic Salary: £25,000 – £26,000 dependent on experience
Location: Birmingham, B2 (4 days in office, 1 day work from home)
Culture and Equal Opportunity
We want a sense of belonging for everyone. We are an equal opportunity employer and value diversity across the business. All applicants will be considered for employment without regard to ethnicity, race, religion, sexual orientation, gender identity, sex, family or parental status, neurodiversity or disability status, marital status, veteran status, or national origin.
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