Job Description
• To ensure the successful daily operational delivery for the Driver Interaction Centre by providing exceptional service to Customers and Drivers.• Responsibility and control of Driver Risk income and pro-active identification of enhanced Driver Risk solutions for our existing and potential customer base.• Ensure vehicles with an off road are managed within required KPI's and provide driver support, managing communication including telephone calls, email etc. on vehicle, general motoring issues and Driver Risk topics.• Providing customer & driver support through a strong customer journey and support through telephone, email contact. Delivering on the company's customer promise and ensuring unique customer experience expectations are met. To Include effective resolution or escalation of customer queries and complaints, in a professional & timely manner.• Evidence suitable prioritisation is paid to vehicle SMR repairs by repairers' dependant on the complexity of work and accepted timeframes to complete. Clear knowledge of vehicle repair is required.• LCV is the largest growth area for the company's fleet and the sole responsibility for maintaining all compliance topics for the company's LCV fleet and ancillary equipment remain with the DIC. For example, where a vehicle fitted with equipment that requires regular servicing/inspections in order to maintain health & safety compliance. The company's customers rely on our ability to proactively manage their compliance needs from a regulatory perspective. This includes the management of Breakdown and SMR vehicle off road times. These vehicles are often key to performing a central role for our customers and downtime is more significant and could potentially lead to financial penalties if we do not meet our obligations/commitments to the customer.• Negotiate with breakdown providers, repairers and vehicle manufacturers with the key aim of returning a vehicle back to an on-road condition in the quickest time. Engagement with breakdown providers, SMR repairers (franchised/independent) & vehicle manufacturer aftersales customer service teams to ensure drivers are kept mobile with the provision of a relief vehicle.• Negotiate with vehicle manufacturers on a determined case basis to ensure goodwill is maximised - including relief vehicle and early termination support. The expectations of this function and every individual within it are that goodwill figures in excess of GBP100,000 per annum are obtained through our engagement with vehicle manufacturers and key contacts. The consequences of not obtaining goodwill/support could lead to additional expenditure for our customers and increased complaint volumes. Whilst not a targeted objective or KPI, every individual is expected to contribute to this figure.Skills & Experience • Relevant Technical qualifications for motor vehicle SMR. • Motor Mechanics NVQ 1, 2 & 3, City & Guilds or equivalent• Good understanding of the Fleet Industry Operational requirements desirable but not essential.• Strong customer service orientation & telephone negotiation / persuasion skills.• Experience of the repair and maintenance of motor vehicles (Motorbikes, Cars & LCV's). Knowledge of the Epyx system required as all individuals have technical advisor status within the system.• Ability to communicate with drivers in stressful situations, working on own initiative and as a team member.• Experience of working with external and internal service providers.• Experience of working in a manufacturer's franchised dealership in workshop &/or service desk environments is a must• BVRLA accreditation Technical Customer Service Advisor (Level 3)• Ability to communicate with drivers in stressful situations, working on own initiative and as a team member.• Experience of working with external and internal service providers.
Index Recruitment Ltd is acting as an Employment Business in relation to this vacancy.
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