Responsibilities
* Develop and maintain relationships with key industry personnel, including 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 and 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. the challenging or withdrawal of Trust employees’ entitlement to a lease car or advising drivers that they 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 different vehicle types, mileages and the effect that benefit‑in‑kind has on users’ tax codes.
* Describe and explain technical specifications of different manufacturers and models of car.
* Explain varying complexities of salary sacrifice and how these relate to car lease and home electronics schemes.
* Manage the delivery of vehicles with lease companies/dealers, including rescheduling vehicle delivery dates at short notice.
* Manage the process of Home Electronics from enquiry to order to delivery to end of lease, with customers and their employees.
* Order vehicles at the most advantageous price from the panel of suppliers to gain best value for the trust and its customers.
* Evaluate quotations for repairs of vehicles, assess if a quote is reasonable and, if so, approve.
* Convert quotations into placed business.
* Identify and react to potential customer enquiries, ensuring a very high level of accuracy.
* Work efficiently and enthusiastically towards the 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 have 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, ensuring the highest possible conversion rates are achieved.
* Handle routine queries from drivers over the sales element of the scheme.
* Field incoming calls, manage employee queries via email and carry out administrative tasks necessary to the schemes that we operate.
The successful candidate will be required to work in a fast‑paced environment and mainly deal with customer queries via email and telephone. Candidates with previous call centre experience are desirable, but are not essential, provided the candidate is willing to learn on the job. Full training will be provided.
Qualifications
* Academically educated to A level / NVQ level 3 standard or relevant experience in a customer service or business administration environment.
* Knowledge and expertise gained through experience working within the financial and/or transport/motor industry, staff benefit field or a customer‑service related industry.
* Experience or knowledge of working with databases.
* Good communication skills (desirable).
* Call centre experience (desirable).
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