Customer Services Executive

Recruiter
Zenith
Location
Dudley
Salary
£19750 - £23460/annum . Fantastic earning potential, Excel
Posted
09 Jun 2018
Closes
13 Jul 2018
Contract Type
Full Time
Job title: Customer Services Executive
Location: Solihull - B90 8BG
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Zenith is the UK?s leading independent leasing, fleet management and vehicle outsourcing business. An innovative total mobility provider, it offers a unique proposition for car, van and HGV operators in the UK. For over 25 years the company has been providing outsourced end-to-end vehicle management solutions for mid to large corporates, nationwide. In addition to the core provision, Zenith delivers flexible, innovative and intelligent vehicle-based solutions for all employee populations; specialist LCV and HGV solutions, vehicle rental and salary sacrifice schemes. Tailored experience provides industry-leading levels of customer satisfaction.
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We?re really keen to speak with bright and passionate individuals who want to deliver a 1 st class customer experience. We have various opportunities within our white label team, representing some of the world?s most well-known automotive companies.
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Due to our client requirements, we?re recruiting for both Monday to Friday roles 8:45am - 5:30pm ?and Monday to Saturday roles on a five day working pattern, where you will have a day off during the week.? The Saturday office hours are 10:00am - 4pm where week day office hours are 8:45am -5:30pm.
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In return for your help in achieving our goals and milestones, we?ll help you to build a successful career within a rewarding and high achieving environment.
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Customer Services Executive: Job Role

Pro-active management of vehicle renewals to generate orders and deliver maximum performance against plan.
Dealing with driver queries and associated administration tasks.
Acting as the point of contact for key stake holders internally and externally with respect to client portfolio.
Managing customer service issues, complaints and delivering high quality MI and review packs. Must be able to take a proactive approach to service provision and customer relations.
Ensure all driver and customer issues are resolved, policies and processes are adhered to and engage in delivering the Account Management purpose.

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Environment:

A friendly and engaging team that delivers innovative, personal and knowledgeable experiences that are easy for our customers. This is an office based role ? some travel may be required to visit various sites.

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Responsibilities include but not limited to;

Handle all incoming driver queries; manage day-to-day issues and client complaints to satisfactory outcome acting as a point of escalation to junior team members.
Deliver upon set customer service standards through close monitoring and evaluation of in-house customer satisfaction surveys, implementing process changes and training to achieve this.
Ensure all operational processes and procedures are fully updated and amend when necessary to improve efficiency and effectiveness of team.
Recognise and actively promote the advantages of business change.
Provide management information to all departments as and when required.
Act as a role model for excellent customer service and Zenith values, encouraging the use of vision and values in day to day language and behaviours within the team.
Ensuring systems and documentation are up to date at all times.
Generate high quality MI and conduct face to face client reviews taking the lead in meetings and writing review packs.
Take responsibility for individual performance against budgets and targets.
Support team colleagues and act as a mentor to junior team members.
Maximise sales opportunities and fleet efficiencies delivering best practice to clients.
Provide an upward flow of MI, customer feedback and ideas

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Skills, Knowledge and Experience

A desire to deliver a 1 st class customer experience
Experience liaising with a variety of customers in a high volume environment
Excellent communication skills
Excellent administration and numeracy skills with the ability to deal with complex calculations
Strong Microsoft Office skills
Strong Microsoft Excel skills
Good level of spelling and grammar
Strong accuracy and organisational skills
Working in a customer focussed environment
Working to KPI?s, SLA?s and to targets
Customer service experience, extending to management of stakeholder relationships both internal and external
Previous experience in account management role
Previous experience in handling complaints both at driver and senior contact level.
Confident at detailed data analysis, research and project work
Confidence leading face to face reviews
Working to KPI?s, SLA?s and to targets

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How to Apply
If you wish to apply for our Customer Services Executive vacancy, please click apply and submit your most up to date CV

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