Being part of the Fleet Solutions team means that you are part of the Northumbria Family. The main duties of the role focus on administrative tasks relating to the management of salary sacrifice schemes. The successful candidate will field incoming calls, manage employee queries via email and carry out other administrative tasks necessary to the schemes that we operate. The successful candidate must be confident using Microsoft Office packages and web‑based systems.
Responsibilities
* Develop and maintain relationships with key industry personnel (vehicle manufacturers, NHS approved leasing companies, client Trust liaison officers, insurance company staff, Home Electronic Scheme suppliers, government officials, and other key external contacts).
* Handle all problems/issues relating to the provision of lease cars and the subsequent delivery, ongoing maintenance, insurance and payments.
* Deal with a wide variety of queries from employees, leasing companies, dealers, pool car providers/users, insurance brokers and managers/budget holders.
* Provide contentious information, e.g., challenging or withdrawing Trust employees' entitlement to a lease car, or advising drivers who are liable to pay for damage to cars, in a professional and non-confrontational manner.
* Explain financial aspects of both schemes, including how costs to drivers vary with vehicle type, mileage and the effect of benefit‑in‑kind on users' tax codes.
* Describe and explain technical specifications of different manufacturers and models of car.
* Explain the varying complexities of salary sacrifice and how these relate to car lease and home electronic schemes.
* Manage the delivery of vehicles with lease companies/dealers, including rescheduling delivery dates at short notice and with inconvenience and cost to suppliers.
* Manage the process of Home Electronics from enquiry to order to delivery to end of lease, with customers and their employees.
* Ensure vehicles are ordered at the most advantageous price from the panel of suppliers to gain best value for the Trust and its customers.
* Evaluate quotations for vehicle repairs, assess if the quote is reasonable and approve if so.
* Convert quotations into placed business.
* Identify and react to potential customer enquiries with a very high level of accuracy.
* Work efficiently and enthusiastically towards team targets.
* Identify and highlight potential sales opportunities (e.g., targeted vehicles).
* Handle potential customers who have registered on the system but have not progressed to the quotation stage, obtained quotes but not ordered, or accepted quotes but not returned complete paperwork.
* Engage with customers on the live chat area of the website (when developed).
* Answer routine customer queries prior to point of order to achieve the highest possible conversion rates.
* Handle routine queries from drivers over the sales element of the scheme.
The successful candidate will work in a fast-paced environment and mainly deal with customer queries via email and telephone.
Full training will be provided. Candidates with previous call centre experience are desirable but not essential, as long as the candidate is willing to learn on the job. The successful candidate must be confident in handling both inbound and outbound calls in large volumes on a daily basis.
Qualifications
* Academically educated to A level/NVQ level 3 standard or relevant experience in a customer service environment or business administration.
* Knowledge and expertise gained through experience in the financial and/or transport/motor industry/staff benefit fields or a customer service related industry.
* Knowledge or experience of working with databases.
* Desirable: Call centre experience.
* Good communication skills.
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