Key Account Executive

2 weeks ago

Coventry, United Kingdom Leasys Full time
Job Description

Primary purpose of the role:

The primary purpose of this role will be to manage all Key Account customer contact and enquiries throughout the duration of the contract, whilst delivering a professional high standard of customer service.

To be a dedicated point of contact for a select group of customers, defined by management, and act in conjunction with the National Key Account Managers to provide support, resolve issues, difficulties or problems experienced and providing reporting as requested.

The job holder will be expected to use their initiative in identifying robust solutions for customer requirements and to identify renewal opportunities to enhance Leasys revenue.

All duties performed respecting Leasys service level objectives whilst maintaining quality standards and customer expectations.

Principal Accountabilities:

  • Provision of a dedicated ‘one stop’ service to Key Account customers, identifying their fleet needs and acting to ensure they are satisfied, consistent with department quality standards and procedures.
  • Rescheduling, extensions and non - financial amendments of agreements.
  • Provision, generation, and amalgamation of all the Key Account customers reporting requirements.
  • Responding to complex or difficult fleet customer queries, liaising with the manufacturers, dealers, or service suppliers as appropriate, producing tailored written responses, and ensuring all customers concerns/requests are followed through to resolution.
  • Maintain and develop up-to-date comprehensive product, system, and process knowledge to act as a centre of expertise on contract hire to provide an increasingly effective service to customers.
  • Identify and analyse opportunities to improve processes, products and/or systems, providing recommendations and evidence to support proposed implementation.
  • Monitoring and completion of daily workflows within service level parameters.
  • Manage the end of contract process to ensure prompt return of all vehicles and pro-actively identify opportunities for renewals where appropriate.
  • Process the recharging of all fines to Key Account customers and the re-charging of VE103’s (foreign use certificates) and transfers of cherished number plates.
  • Receive and action any queries from the external agency(s), investigate and resolve any customer issues relating to RFL / Fines / V5 management and to handle any customer disputes that could arise from process failures.
  • Complete ad-hoc Key Account reconciliations
  • Action monthly fleet reports using BI report.
  • Involvement in regular client meetings and working alongside Leasys National Key Account Managers in retaining existing customers and assisting in securing new customers.
  • Those tasks and actions as deemed necessary by Management to retain and develop the business relationship with Key Account customers.
  • Implementation of goodwill policy as determined by management.
  • Drive the NPS survey by recommending customers when liaising via email to enable positive promoter feedback.
  • Understand and maintain awareness of compliance and ensure that our regulatory obligations are met by following the procedures in place.
  • Act on customer feedback by identifying opportunities to improve the overall customer experience.
  • Where appropriate identify inadequacies in systems, processes, and internal controls, by providing solutions and recommendations to the Head of Customer Support aimed at improving both customer service and departmental performance.
  • Undertake regular training to maintain awareness of compliance with various statutory and regulatory requirements, FCA requirements, FOS rules and regulations, Treating Customers Fairly, disclosure of confidential information, money laundering and liaison with various regulatory bodies.
  • In the absence of team colleagues, provide a seamless customer experience for all customers.
  • Undertake ad-hoc duties as required by the Leasys Customer Support Manager or Head of Customer Support

Performance Measures:

This role is within a busy customer care team where deadlines are largely determined by the workflow and departmental targets.

Processes and precedents will be in place to assist the individual for the majority of the tasks they will complete, and management will be available on a daily basis to assist in resolving escalated issues.

To achieve SLA measures whilst providing the best possible Customer service:

80% of all enquiries to be answered within 3 working days.

No vehicles to be returned later than 45 days after end of contract, exceptions for vehicles under repair where delays may be experienced.

To achieve the NPS objective which has been set as the highest in Europe and review all customer feedback to enhance processes/procedures to enable a first-class service.

The jobholder will be responsible for deciding and implementing the most appropriate course of action to meet customer needs and to recognise where no precedent is set, and management escalation is required. The jobholder will be responsible for minimising write offs, to ensure maximum financial benefit to Leasys.

Ability and Skills Profile:

  • Excellent communication skills required – ability to communicate both verbally and in writing.
  • Strong numeric and analytical skills with meticulous attention to detail
  • Effective communication skills: ability to liaise and communicate with external customers, suppliers, and internal departments at all levels.
  • Ability to prioritise and multi-task.
  • Ability to use own initiative.
  • Able to work to deadlines.
  • Ability to work well in a team environment.

Knowledge, Experience and Qualifications:

  • GCSE/AS/A level or equivalent in Maths and English
  • Foreign language skills: not required for this role.
  • Experience in Customer Services essential
  • Knowledge and experience of administering leasing products.
  • Knowledge of Contract Hire and Leasing industry.
  • Maintain and develop up-to-date comprehensive product, system, and process knowledge to act as a centre of expertise on contract hire to provide an effective service to the Key Account customers.

The demands from large Fleet customers and the urgency of the needs from the Sales team will create a challenging working environment. In addition, the job holder will be required to ensure that all actions adhere to internal policies and external regulation and will need a thorough knowledge of contract hire and leasing related services, awareness, and knowledge of vehicle products, and of the relevant current FCA and FOS rules and regulations.

IT Skills Profile:

Excel and pivot table experience

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