Client Serivces Administrator
Qualifications
- Strong organizational and communication skills.
- Proficiency in Microsoft Office and SharePoint.
- Experience in client services or a related field.
- Ability to manage multiple tasks and prioritize effectively.
Preferred Skills
- Experience with CRM systems and client portals.
- Knowledge of vehicle management and rental processes.
Location: Notton
Job Type: Full Time
Hours:
Salary: TBC
At Fleet Service GB , we pride ourselves on offering innovative fleet management solutions to our clients. With a strong commitment to delivering excellent customer service, we help businesses of all sizes optimise their fleet operations. We are now looking for a dedicated and detail-oriented Client Services Administrator to join our dynamic team.
As a Client Services Administrator, you will be the primary point of contact for our clients, assisting them with various aspects of fleet management. You will ensure smooth communication between our clients and internal teams while delivering exceptional service
Job Function
To deliver outstanding service support to our customer base. Providing support for the administration of all related requirements within Client Services team. The Client Services Administrator is responsible for managing client interactions, ensuring high levels of customer satisfaction, and supporting the Client Services team in various administrative and operational tasks. This role involves system training, supporting the Account Management team in review preparation, and handling customer enquiries.
Key Responsibilities and Accountabilities
- Client Interactions: Manage client interactions via all mediums (email, phone etc.) to address queries, and ensure high levels of customer satisfaction.
- Case Management: Ensure all issues raised have been captured as a case within Workbooks and that all stakeholders have been updated throughout until conclusion.
- System Training: Provide training and support on the FSGB Hub to client users, including adding and changing vehicle details, driver allocations, terminating drivers and vehicles and reporting and dashboards.
- Meeting Preparation: Prepare for all client meetings, ensuring all relevant stakeholders are informed and prepared and that all prep file actions are completed.
- Action Points: Management of all action points raised across the business. Ensure all actions are completed on time and reporting deviation to the relevant manager.
- Operational Feedback: Liasing with the Operational teams regarding client issues and operational challenges faced, feeding back to the Client Services team to review and action.
- Fleet Administration: Support the Fleet Management team in the preparation and issue of reports, completion of Fleet Admin tasks assigned and management of mailbox.
- Driver Management: Support the Driver Management team in the completion of Driver tasks assigned and management of mailbox.
- Documentation: Maintain and update client master documentation, including master agreements and supporting schedules.
- Data Administration: Maintain client records within WorkBooks and SharePoint.
- Driver Packs: Production of driver packs for existing and new customers.
- SharePoint Management: Oversee the management of department documents on SharePoint, ensuring all documents are up to date and correctly assigned.
- Performance Monitoring: Track and report on key performance indicators (KPIs) such as phone activity, client transactions, and quality assurance issues.
- Ad hoc tasks: To include, contributing to identification of potential improvements in processes or system enhancements that would improve our ability to deliver exceptional service. Management and completion of projects delegated by the Leadership Team. Adherence to the Information Security Management System, raising concerns with the Data Protection Officer.
Key Dimensions
- Experience
- Must be adept in the use of a PC including use of email, electronic diary management and the internet.
- Able to use Microsoft Office packages (Excel, Word and Outlook as a minimum) to an intermediate/advanced level essential.
- Customer care skills essential.
- Knowledge of the fleet management industry preferable.
- Communication Skills
- A positive, assertive and confident communication style (internally and externally).
Succinct in communication delivery (verbal and written). - Excellent questioning and listening skills with an ability to assimilate accurate information.
- Able to instantly build and maintain rapport with a range of people at all levels of seniority.
- A positive, assertive and confident communication style (internally and externally).
- Organisation, Planning & Decision Making
- Demonstrates a proactive approach.
- Committed to delivering solutions.
- Able to multi task with accuracy.
- Task Management Skills
- Adheres to company policy relative to electronic diary, task, project and action point management.
- Flexibility and Resilience
- Can react with the appropriate sense of urgency to challenges when presented.
- Able to remain focussed and continue delivering to high standards when under pressure.
- Adopts a positive approach to feedback, ensuring areas for improvement are actively developed upon.
- Motivation
- Able to assess own performance to ensure development.
- Embraces challenging situations, looking to provide solutions.
- Personal Projection
- Openly promotes the Fleet Service GB ethos.
- Reliable, tenacious and professional.
- A positive, mature and confident manner.
- Inspires confidence by sharing knowledge and experience.
- Personal Situation
- Able to commute to work reliably.
- Able to remain flexible with regard to holiday dates.
- Able to provide flexibility with regards to working hours.
- Package
- Company profit related bonus (after a qualifying period).
- Comprehensive training (in-house system).
- 21 days annual holiday increasing through length of service, plus Bank Holidays pro rata.
- Pleasant, modern working environment.