At ALD Automotive | LeasePlan, we are always asking What's next in mobility.
Join our team and be part of a dynamic, exciting and engaging business, so we can discover What’s next together!
Role Purpose
To provide day-to-day operational support to the In-Life Administration Manager, to ensure service levels are met and standards within the team meet and/or exceed customers’ expectations. Deputise for team manager in their absence as required. Improve productivity and quality by supporting the development of others. Be a role model for the high-performance mindsets and take on extra responsibilities to support the team manager and the wider Fleet Administration Team to add value to the service provided to our customers. This role also encompasses the responsibilities of an In-Life Administration Executive.
Role Specific
* All key In-Life Administration Executive role tasks and responsibilities
* Co-ordination of incoming customer cases where first time resolution is not possible, engaging with other teams and monitoring and progressing actions as appropriate
* Acting as an escalation point for any customer, franchisee or account manager complaints/queries
* Increase productivity and quality of work by supporting the development of others in the team
* Deputise as team manager when the team manager is unavailable (for example holiday, sickness) this would include (but not limited to) attending daily management meetings and acting as escalation point for the team and providing feedback to the management team
* Following all relevant policies and procedures including client specific.
* Creation & regularly reviewing of all documented procedures for the tasks within the team (including high level processes and key stroke processes)
* Fully understand team’s dashboard, to aid giving daily direction to the team, (especially in the absence of the team manager)
* Contribute to / lead to daily buzz sessions and team meetings when necessary
* Coach, mentor and train new team members across the In-Life Administration team.
* Regularly audit the quality of cases and use their expertise to coach and further upskill the team
* Help to increase the overall level of expertise in the team, by identifying & provisioning training
* Assist team manager with the performance management process for team members
* Drive own personal development to increase skill levels with a continuous improvement mindset
* Adhering to and delivering against appropriate business controls are maintained
* Contributing to all department improvement projects and change initiatives
* Gather relevant information from the team and manager to provide the weekly scorecard/ update
Required Knowledge & Experience
* Demonstrates integrity, honesty and a professional approach in all work activities and client dealings
* Able to demonstrate a flexible approach when responding to the needs of the team, department & client
* Have an aptitude to develop other people.
* Demonstrates a strong ability to take initiative and make decisions as required
* Demonstrate a client focused approach in all work activities
* Experience of actively participating in a team environment, whilst demonstrating the capability to work independently.
* Fluent in business English language – with excellent written and verbal skills
* Able to demonstrate strong organisation skills and show resilience during busy periods.
* Experience of working in a challenging, fast paced, commercial customer facing business to business environment.
* Previous experience of coaching.
* Excellent skills in core Microsoft applications (Word & Excel)
* Full understanding of relevant LeasePlan products, processes and systems.