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
Environment

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
Responsibilities
  • 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
Skill
Essential
Desirable
Good customer service and communication skills
x
Good administration and numeracy skills
x
Strong Microsoft Office skills
x
Excellent interpersonal skills
x
Good level of spelling and grammar
x
Good negotiation skills
x
Good attention to detail and accuracy
x
Good personal organisation skills
x
Experience
Working under pressure to KPIs, SLAs and to targets
x
Previous experience in a fast-paced customer service environment
x
Previous experience in a multi-channel environment
x
Previous experience in handling complaints
x
Demonstrable professional telephone/verbal and written communication skills
x
Personal Characteristics
Flexible
x
Team player
x
Ability to work under pressure
x
Self-motivated and positive
x
Reliable and punctual
x
Desire to deliver exceptional customer service
x
KF Ground Floor

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