Customer Service Advisor

Strong Customer Services; Automotive; Administration; IT Skills

Job Role
The Group Car Scheme advisor will maintain the accurate details for all new starter and additional driver applications, including carrying out licence checks with our supplier, creating a customer record within the GCSO system, ensuring eligibility and Insurance criteria are met in line with guidelines, maintaining Affordability Policy is adhered to and allowances set up accordingly and liaising with employees to find them a suitable vehicle for their start date. The Group Car Scheme advisor will maintain the accurate details for the management of our retired OFK population: the order to delivery process, the maintaining of monthly direct debit payments, the calculation of final deductions for returned vehicles, the calculation and deduction of fines/excesses via direct debit and for providing purchase price quotes in an accurate and timely manner. The Group Car Scheme advisor will maintain the accuracy of the order delivery processes, including maintaining customer data in line with GDPR, the production of Credit Sale and Loan Agreements, quoting for the Group Car Scheme Bikes and OFK vehicles through the Fleetware system. In addition, the accurate setting of contracts live within Fleetware and for Bike and OFKs, this includes checking that all invoices match in every case. The role holder will perform the running and analysing of the weekly order banks to ensure all vehicles have been set live and will run and provide monthly payroll and live fleet reporting to the HRMs across the Group. The Group Car Scheme advisor will provide customer support for any in-life queries/issues; processing fines through employee payroll, supporting customers through the telephone, drop in\’s and email for any Car Scheme queries, maintaining scheme compliance in line with FCA regulations, maintain the provision of fuel cards and maintaining relationships with our preferred suppliers. In addition, the role holder will support customers with updating payroll, liaise and escalate any licence queries raised by our supplier (revoked licences etc) and provide Purchase Price quotations for leavers and liaise with HRM for Settlement Agreements and Retirees; managing the purchase process in the Fleetware system and with Thorne to update the V5. Responsible for investigating all Customer Complaints to reach a high standard of resolution. Understanding the situation and working with the Business Customer Escalations team to ensure feedback and resolution is delivered in a timely manner. Responsible for maintaining the payroll deductions or disputes at the end of the contract include Fail 1, Fail 2, Immediate Fail and unauthorised repairs, PTI deductions, and any required contract charges. The role holder will provide HRMs with supporting evidence following removal of employees from the scheme or support with the setting of any required ordering restrictions. In addition, the Group Car Scheme Advisor will be responsible for generating Adhoc invoices for our Direct Debit customers. Responsible for maintaining bespoke and sensitive employee queries/issues either directly with the employee or via the HRMs; including supporting with affordability (financial difficulties, change in circumstances), Insurance (Driving ban/accident), Health (Special ordering requirements), Leaving the business (Retiree, leaver or on a settlement agreement) and escalating to Group Car Scheme Co-ordinator where appropriate. When the Group Car Scheme contract comes to an end, the Group Car Scheme Advisor is responsible for maintaining end-of-contract duties, including the calculation of termination fees and returning cars to the Fleetware system and importing Appraisal and Disposal Invoices. Responsible for ensuring process and procedures adequately take into account our Consumer Duty responsibilities and that we have appropriate processes for identifying and ensuring good customer outcomes, including for customers with characteristics of vulnerability. A key responsibility that each Associate ensures that they are aware of and maintain on an ongoing basis a working knowledge of the regulations and business obligations that affect their role.EducationMinimum GCSE, including Maths and English.Good understanding of the Fleet Industry Operational requirements.Skills Previous experience in a telephone-based customer service role in the Automotive or Financial Services industry is additional skills: special skills / technical ability etc.Computer-literate with sound knowledge of all Microsoft Office packages. Good level of numerical understanding and accuracy.

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