Job Summary
Are you passionate about delivering exceptional customer service and building strong relationships with customers and colleagues?
If so, we'd love to hear from you.
As a Fleet Services Executive, you will play a key role in supporting drivers and customers, providing solutions to a wide range of queries and ensuring a seamless customer experience. Working closely with teams across the business, you will coordinate processes and activities to deliver a high standard of service and help maintain industry-leading customer satisfaction.
The role focuses on managing day-to-day customer and fleet-related activities, using established processes, systems, and guidance to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved. You will act as a trusted point of contact, taking ownership of customer queries and finding effective solutions to meet their needs.
You will also contribute to continuous improvement initiatives by identifying opportunities to enhance processes, customer experiences, and operational efficiency. Working alongside the Fleet Services Team Leader, you will help develop and implement new ideas that support both customers and the wider business.
This is an excellent opportunity for someone who enjoys problem-solving, thrives in a fast-paced environment, and is committed to delivering outstanding service.
Responsibilities
- To support the fleet drivers by way of managing the customer inbox, workflows & daily activities within the defined SLA’s
- To assist & own with the customer and the end to end processes associated to the customer, with a specific focus on developing meaningful relationships with client key contacts.
- To deliver accountabilities in line with objectives and personal development plan set.
- To make decisions based on the customer’s priorities and internal business deliverables, with decisions based on best intentions using handbooks/rulesets/company policy.
- Ensure contractual requirements are met in full, demonstrated through KPI performance, ensuring that we meet our client SLAs at all times.
- Completion of required data audits & fleet control processes to ensure all vehicles are operating within legislation and regulations.
- Collaboration with team members to ensure all client contracts are supported effectively.
- To ensure that data quality is maintained, highlighting, or correcting any errors or omissions.
- Efficiently escalate enquiries or complaints, with a focus on supporting the customer for the best possible outcome for the client/driver.
- Undertake and support ad-hoc projects as required.
- Work closely with the Fleet Services Team Leader to ensure that processes relating to client accounts are up to date and accurate.
Skills & Knowledge
- Client oriented mind-set-empathy to understand client needs, provide appropriate advice and anticipate reactions.
- MS Office Products, including Outlook, Word, Excel ( basic VLOOKUP, Pivot tables etc, training can be provided )
- Strong data analysis and interpretation.
- Ability to work independently to tight deadlines.
- Motivated to support the team to meet clients SLA’s / KPI’s.
- Strong verbal and written skills.
- Attention to detail.
- Document management skills.
Pay: From £24,784.50 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
Work Location: In person
