12 Oct
Workforce
Coventry
Job description
Advert
Job Title : Customer Service Team Leader
Location : Coventry
Hours : Commensurate with the position of your role within the organisation, you will be required to adopt a flexible approach to the hours worked and which may be necessary for the proper performance of your duties.
The basic contractual hours will be 37.5 hours per week, with an unpaid lunch break of half an hour. Between 6 : 00am - 18 : 00pm, any 5 days from 7 days
Reward Package
- Reward Package
- 25 days annual leave + bank holidays
- Bonus Scheme
- Pension Scheme - 5% matched
- Perkbox
- Life Assurance
- Employee Assistance Program
- Training & Development Opportunities
- Free Parking
- Service Awards
- Health Shield Plan
- Help at Hand - health and wellbeing
Company
At Fraikin our Vision is simple and clear : We will Enable the mobility of goods and people through our services of fleet management to deliver a better day.
This means our focus is :
- Faster and agile fleet management
- Operational excellence
- Capture long term profitable customers
- United Group for stronger market leadership
- Secure our great people and our assets
We value the talents and ideas of everyone on our team, especially our new hires. We can’t wait to see what you’ll make happen.
Our services provide a full range of solutions to enable Total Fleet Mobility including Contract Hire of bespoke commercial vehicles, Short term rental and Fleet Management.
It is an exciting time to be in our sector as we navigate through the journey of alternative fuels and digital transformation.
We have customers from across the spectrum including small fleet customers up to multivehicle fleets of 100 plus. We are proud of our people and the history of our Company,
we are always looking for people who want to work with us to achieve success together. Come and join us!
Role
We are currently recruiting for a Customer Service Team Leader to join our team based at our Head Office in Coventry. The main purpose of this role will be to lead the day to day provision of cost effective maintenance solutions to achieve maximum cost reductions / effectiveness, vehicle availability and quality.
To communicate with Supplier to ensure that vehicle downtime for all scheduled and unscheduled maintenance is managed on a best cost / quality basis.
To ensure that such incidents are expedited in the fastest manner possible and the vehicle is returned to service without undue delay, in line with legal requirements and agreed KPI’s.
and the vehicle is returned to service without undue delay, in line with legal requirements and agreed KPI’s.
The successful candidate will be responsible for :
Responsibilities
- Adhere to all statutory requirement regarding fire, health, safety and hygiene.
- Participate in cross / multi skilled training within your department or other departments as deemed appropriate by your Manager.
- Carry out any reasonable instruction as directed by a Manager or Director .
- Deal with all internal and external customers in a professional and courteous manner at all times.
- Maintain a high level of dress and appearance at all times adhering to PPE where the role requires this
- Attend any training sessions as requested and adhere to all company regulations.
From time to time you may be required to carry out duties outside the normal sphere of work as may be reasonably requested by Management.
Job Specific Responsibilities and Accountabilities
- Monitor and report on (Telephone, email and customer portal) service levels to meet contractual requirements and quality standards across all hours of delivery.
- Support the Customer Service Manager in resource planning and jobs allocation to meet customer demand
- Support in absence of Customer Service Manager
- Action and implement employee performance monitoring, training and development
- Delivery of cost and service effective maintenance solutions to satisfy customer needs within Fraikin maintenance budgets and agreed customer service KPIs.
- Monitor the scheduling process and activity.
- Monitoring and reporting on customer VOR’s to proactively manage and maximise the uptime of customer assets.
- To check contracts for vehicles and their specific collection / delivery and substitute allocation costs and entitlements.
- When a recharge is identified gain all necessary evidence and reports to allow the co-ordinators to liaise with customer to obtain order numbers.
- To challenge all costs in line with Supplier Repairing Dealer (RDAs ) agreements.
- Monitoring and controlling VOCs and ensure maintenance spend is kept within set budgets.
- To ensure that when authorising repairs the history on the vehicle is checked thoroughly for any parts warranty / warranty / rework, recharge or policy entitlement that can be claimed.
- Provide weekly reporting in line with set KPI’s.
These requirements are representative, but not all-inclusive,
of the knowledge, skills, and abilities required to perform in the role.
Person Specification
- Good standard of Education with a minimum of GCSE Maths and English or equivalent.
- The job holder will have previous experience (or similar) within a busy maintenance control room environment dealing with scheduling / maintenance of commercial rental / Contract Hire / Flee Management vehicles with third party suppliers.
- Knowledge of and a background from the commercial vehicle transport industry.
- Technical knowledge of light commercial vehicles and good understanding of vehicle engineering and road transport law desirable.
- Proven track record of cost management within a similar environment.
- Commercial vehicle awareness.
- Good communication skills at all levels.
- I.T literate.
- Will work best on their own initiative and take pride in ensuring that work is seen through to completion.
- To be flexible in attitude in providing solutions to problems.
- Able to interact confidently with customers, suppliers, be a team player, and build credibility with same.
▶️ Customer Service Team Leader
🖊️ Workforce
📍 Coventry