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Fleet Controller

Fleet Service GB logo

Location: Notton
Job Type: Full Time
Hours:
Salary: TBC

Fleet Service GB is a dynamic and fast-growing company, dedicated to providing exceptional customer service and efficient fleet management solutions. We are looking for a motivated and detail-oriented Customer Service Call Centre Fleet Controller to join our vibrant team. If you thrive in a fast-paced environment and have a passion for logistics and customer service, we want to hear from you.

About Us

At FSGB, we pride ourselves on delivering top-notch fleet solutions to our diverse clientele. Our commitment to excellence and customer satisfaction sets us apart in the industry. Join our vibrant team and be part of a company that values innovation, teamwork, and professional growth.

Position Summary

To deliver outstanding service to our customer base through the handling of inbound and outbound calls, Fleet service portal and e-mail traffic through our Service Support Centre. Efficiently and effectively handling all customer requests and facilitating these in line with client parameters. Delivering the personal exclusive experience to all customers

Role and Responsibilities (daily, weekly, monthly & ad-hoc cover):

  • Answering inbound calls presented within the agreed business KPI’s
  • Managing requests for booking requirements (Include but not limited to)

  1. Service
  2. Repair
  3. Breakdown
  4. Glass
  5. Tyres
  6. Rental

  • Managing the daily task allocation within the operating system, planning, prioritising, and demonstrating effective time management to ensure all planned and unplanned activities are executed.
  • Managing phones supplier requests for authority (basic maintenance and tyres)
  • Managing the bookings@ inbox, sending holding emails, and responding within a timely manner
  • Actioning portal messages and tasks within the bookings bucket on the portal. (Include but not limited to)

  1. Driver App bookings
  2. Check on site
  3. Timed out bookings
  4. Declined bookings
  5. No show tasks

  • Action and complete all tasks that have been assigned to you.
  • Creation of accident claim forms (IRR & FNOL’s)
  • Assign VOR status as required and add a review for a dedicated fleet controller.
  • Arrange vehicle movements (Car Carry)
  • Managing breakdowns follow-ups via phone or external portals
  • Amberon OOH bookings
  • Assistance with any cross-over of PMI/Equipment bookings.
  • Contribute to the identification of potential improvements in processes or system enhancements that would improve our ability to deliver exceptional service.
  • Checking & actioning due items
  • 1link – Adding bookings, declined, confirmed & alternative date bookings.
  • Actioning ad hoc emails when sent from @info
  • Checking work has been carried out and requesting invoice or passing this to the authorisations team to authorise the work.
  • Actioning rental requests through our portal and external portals, Extending & terminating as required
  • Adherence to the information security management system, raising concerns with the Data Protection Officer
  • Utilisation the QA system (internal, suppliers & clients)
  • Updating & managing notes (clear, concise & relevant)
  • General housekeeping of the system (removing tasks, duplicate jobs)

Working Conditions

  • Environment: Office-based with use of computer systems and telecommunication equipment.
  • Hours: Full-time position
  • We offer profit related bonus
  • ’13th month’ bonus
  • Company pension
  • Bike to Work scheme
  • Life Insurance
  • Excellent working environment
  • Full training and on-going development
  • Competitive salary