Contract Coordinator

Support an inspiring vision of the future that motivates and inspires other team members and self to engage with that vision. Ensure operation within the appropriate regulatory framework. Fulfil the approach for associated administration, the active management of contracts during their lifetime including contract amendments, settlements, vehicle transfers. This includes creating added value towards customers by actively managing running contracts and the signalling of deviations, compared to the initial contract parameters (duration, mileage, services, asset/equipment) agreed upon between the client and its customers.

Support and fulfil the approach for optimizing the in-life risk (Residual Value, Repair, Maintenance, tires and replacement vehicle) as calculated into the initial contract during the period the contract is active as an essential part of the overall pricing strategy. Adhere to policies and procedures for contract management in compliance with the policies. Deliver effective billing processes in relation to legal novation agreements, insurance amendments, early settlement figures, purchase prices.

Accountabilities

• Fulfil change of contract conditions and applies proposed changes to the contract including reschedules, settlements and novations.
• Adheres to targets, SLAs and KPIs for the department.
• Process legal novation agreements.
• Monitors and analyses the contracts and their performance during the lifecycle.
• Performs relevant billing reconciliation with customers in relation to novation agreements, vehicle transfers, purchase prices and any rebates.
• Deals with the (pro-) active contract management between the moment the car has been delivered to the driver until the moment (and including) the contract reaches its end date.
• Supports, assesses, negotiates and executes contract conditions in relation to customer’s novating from one company to another, customers rescheduling their contact and early termination figures.
• Applies changes to the contract resulting from either change in cost centre, driver or company.
• Pro- and re-actively proposes to customer contract adaptations as a result of duration/mileage deviations or changes of asset/equipment or of services in line with agreed parameters.
• Understanding of when it is un-profitable to modify a contract.

The key responsibility of the job is to accompany the customer on their journey with the client to ensure the service they receive is personal, positive and easy. To be able to review and prioritise tasks and delegate appropriately but ensuring the task is completed in line with business service levels. Identify and qualify sales opportunities and ensure they are passed to the appropriate sales channel in order to support the delivery of sales targets and margins. Through the identification of customer needs and requirements, promote suitable products and services which fully address and support customer needs and contribute directly to sales, margin and portfolio targets.

Manage own workload effectively and priorities where necessary to ensure that all SLAs are met. Dealing with customers using an appropriate medium in a professional manner and with a high level of accuracy. Monitor inbound traffic through relevant digital platforms, Email and Telephone. Ensure adherence to company service levels, recognising and escalating issues or blockages. Responds to customer enquiries by understanding the enquiry, gathering and researching information; taking responsibility and ownership for the accuracy of the information provided to the customer.

Taking ownership of the customer enquiry and communicating in a timely manner with our response in line with our KPIs and designed to delight. To provide a high level of customer service to the entire customer base. Develop and maintain ancillary sales knowledge & understanding of our full suite of products to ensure that every sales opportunity is identified, passed on or converted in line with business sales targets and expectations. Employee capability and a complete understanding of our financial products and how they operate and impact our customers and are integrated. Take ownership of personal development within the business. Adhering to and complying with all company standards and relevant legislation including the Data Protection Act and the FCA. Manage own outbound and proactive call and fleet targets. The customer is at the heart of the business and the fair treatment of customers is a core requirement for each role and for all Associates. Fair outcomes for customers are cultural and is supported by all Associates being part of the Customer Experience and Prime Initiative.

Key responsibilities

• An understanding of products, services and the terms and conditions that underpin them would be an advantage.
• Proven experience of working in a busy customer service environment.
• Experience of achieving targets/KPIs.
• High level of accuracy and attention to detail.
• Ability to influence and persuade other team members and line manager, to review and alter practices, where necessary.
• Innovator with an optimistic outlook and positive attitude towards change.
• Ability to see the bigger picture.
• Ability to assess and make effective decisions under pressure.
• Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management.
• Ability to use own initiative.
• Creative and forward thinker.
• Well-developed IT skills, including Word, Excel, PowerPoint, databases.

Additional Skills

• Self-motivated, self-managing with a proactive nature.
• Understanding of commercial acumen.
• Ability to plan & control own workload.
• Experience of leasing industry.
• Good working knowledge of regulatory compliance and understanding of FCA.