Driver administrator x7

All aspects of operational relationship with the driver.
About the role
  • Good communication skills, adept at working under pressure and ability to multi task
  • Have a positive can do attitude, with the desire to deliver a right first time service every day
  • Critical to the success of the role is an eye for detail, good IT skills and personal time management and organisation skills
  • Work under the direction of the team leaders and other senior management as required
  • Be the first point of contact for driver enquiries and various other matters during the pre, mid and post contract period
  • To offer support with queries generated in the team and deal with complaints from drivers
  • Working within a team of people dealing with day-to-day contact with drivers regarding general queries, and processing of orders
  • Ensuring accuracy of data, compliance to operating procedures, adhering to KPIs and customer satisfaction levels all within contractual obligations
  • Support team colleagues and act as a role model for junior team members

A friendly team that delivers personal and high quality experiences that are easy for our customers. This is a professional, challenging and exciting role working within a dynamic and fast paced environment underpinned by the team’s core values and ways of working. These are

  • Know the individual you are speaking to
  • Make it easy for them and your peers, everyday
  • Always add value to interactions, both internally and externally

This is an office based role – on occasions travel may be required to visit various sites.

Colleagues in pitstop
  • Being proactive in internal and external communications, striving for a right first time approach
  • Own the driver lifecycle during the pre, mid and post contract period
  • Provide driver support via phone and email; responding to queries delivering excellent customer service within the appropriate SLAs
  • Ensure Zenith operate within the contract set with the client
  • Understand contracts including pricing, management fees, services, products, service levels, profit share, excess mileage and expiry dates
  • Understand vehicle funding methods and the costs and benefits to each for clients including and not limited to contract hire, purchase,
    employee car ownership, salary sacrifice
  • Manage time effectively to deliver a professional timely service to drivers within the SLAs
  • Keep the driver up-to-date with the status of their query/booking taking ownership from the initial contact through to closure
  • Co-ordinate with other departments involved in a query or booking
  • In the service of drivers you may be required to deliver the following type of activities:

– Logging all calls and relevant information making it easy for both internal and external follow up

– To maintain and update driver files and database details

– Managing driver queries on their policy and options open to them

– Processing orders for renewals and new vehicles

– Processing service, MOT and repair booking

– Direct workflow into a preferred network of suppliers

– Organise tyre replacements either via a mobile solution or preferred pre-booked static centre

– Assisting drivers with roadside breakdowns

– Processing accident claims

  • Have an understanding of supplier policies ensuring the right approach for both driver and Zenith are delivered every day
  • To review all KPI results to and ensure all driver relationships and KPIs are met
Person specification
Good customer service and communication skills
Good administration and numeracy skills
Strong Microsoft Office skills
Excellent interpersonal skills
Good level of spelling and grammar
Good negotiation skills
Good attention to detail and accuracy
Good personal organisation skills
Working under pressure to KPIs, SLAs and to targets
Previous experience in a fast-paced customer service environment
Previous experience in a multi-channel environment
Previous experience in handling complaints
Demonstrable professional telephone/verbal and written communication skills
Personal Characteristics
Team player
Ability to work under pressure
Self-motivated and positive
Reliable and punctual
Desire to deliver exceptional customer service
KF Ground Floor

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