Customer Service (Maintenance Administrator)

Customer Service (Maintenance Administrator)

Your new company
Hays are delighted to be working with our global client, one of the world's most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client highly values each and every person; their passion, commitment, uniqueness and contribution to shaping the future success of their business.

Your new role

• To ensure calls are answered within required KPI's and all emails responded to within defined KPI's.
• To ensure that all team emails are archived in accordance with process and defined KPI's.
• Enter set data sets into our SMR authorisation platform.
• Management of our de fleet process and vehicles in late hire
• The role holder is responsible for ensuring the process & procedures adequately take into account our Consumer Duty responsibilities and that we have appropriate processes for identifying and ensuring good customer outcomes, including for customers with characteristics of vulnerability.
• The customer is at the heart of SF 1 UK's business and the fair treatment of customers is a core requirement for each role and for all Associates. Fair outcomes for customers is cultural within SF1 and is supported by all Associates.
• Key responsibility that each associate ensures that they are aware of and maintain on an ongoing basis a working knowledge of the regulations and business obligations that affect their role.

Purpose:

• Developing close collaboration with Driver Service & the Downtime Management team to ensure successful outcomes on vehicle faults.
• To provide detailed information and guidance to colleagues and customers. Investigate and react quickly to customer queries via phone or email general queries and seeking management approval when required.
• To liaise with Drivers / Fleet Managers and advise them when work is refused on their vehicle or when any controversial issue arises which may result from decisions taken by us.
• Able to use systems efficiently and effectively, therefore, giving our clients accurate info and advice

To ensure that a consistent approach is provided across the business in dealing with client enquiries

What you'll need to succeed

• Strong customer service orientation & telephone negotiation / persuasion skills.
• Beneficial but not essential - Experience of working in a manufacturer's franchised dealership in service desk environments.

What you'll get in return
We offer a competitive hourly wage plus an annual performance-related bonus. You will receive a generous annual leave up to 35 days which is inclusive of bank holidays. There's free on-site parking available, and you'll have access to a subsidised restaurant. We offer hybrid working where employees split their time between working remotely (often from home) and working in the office.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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