Client Service Consultant

5 months ago

Cirencester, United Kingdom FleetCheck Full time

**About FleetCheck**

At FleetCheck we believe that everyone has the right to be safe on the roads and we are all about making a difference to road safety.

Our business is all about serving others, focused on a common good and we get there through consideration and respect for each other. Our customers trust us to deliver excellence. They trust us because they experience outstanding software provided by people who are dependable and prepared to go that extra mile.

This is a growing business, and we need people who are open to new opportunities and experiences, ready to learn new things and help drive the business forward. The enthusiasm, honesty, and openness here is infectious and it helps us hit problems head on and be determined to find the best solutions.

**General Overview**

We are looking for an enthusiastic Client Service Consultant to work alongside the existing services team. The role will be focused on supporting clients with inbound enquiries and also working alongside your own client accounts to maximise their system knowledge and usage.

**Responsibilities**
- Maintaining excellent client service aligned to the FleetCheck core values.
- Adhere to internal SLAs and processes as set by the Head of Client Services.

**Duties**
- Ensuring all client activity is accurately recorded our (Hubspot) CRM at each point of contact.
- Ensuring that call schedules (both pre-defined and arising from CRM contacts) are maintained.
- Manage all accounts assigned appropriately from a customer success point of view and ensure that moments of value are regularly achieved.
- Obtain Google reviews for your owned clients who have left a high NPS score.
- Carry out weekly webinar training if clients wish to attend.
- Carry out overview training for existing and new clients.
- Process client’s price increases as directed.
- Work consistently to the highest standards to achieve or exceed both KPIs and SLAs in line with department objectives.
- Be flexible, as directed by your line manager, to cover other activities within the team when required.
- Contributing to appropriate ad hoc projects as required, to facilitate the continuous evolution and improvement of FleetCheck’s products.
- Be actively involved in department development and internal training.
- Supporting the Head of Client Services with training new team members, including education on the FleetCheck software.

**Experience**
- 2+ years of previous customer services experience - required.
- A good knowledge of Microsoft Office including Excel - required.
- Some knowledge of fleet administration or similar area of work - is desirable but not essential.

**Skills**
- Fluent written and spoken English.
- Ability to learn and understand various software programs.
- Confident, flexible, adaptable with a mindset for professional growth.
- Positive and approachable with excellent communication and listening skills.

**Rewards and additional information**
- Base salary will be in the region of £25,000 - £27,000 per annum.
- The normal contractual working week is 37.5 hours; a standard day is 7.5 hours.
- The work pattern is fixed hours of 9.00am to 5.00pm with 0.5 hour lunch break.
- The annual holiday entitlement based on the above working pattern is 25 days - rising to 28 days with length of service.
- Contributory pension.
- Staff are able to work in a hybrid pattern with 3 days in the office each week, if agreed with their line manager.
- Other benefits include - staff/team functions including Summer & Winter events, monthly charity cake bakes, monthly staff meetings, annual appraisals, access to Employee Assistance Program (EAP), Mental Health First Aiders, free parking.
- FleetCheck are proud to be a Disability Confident Employer and a Living Wage Employer.
- Note that the FleetCheck offices are not serviced by public transport, and you will need a car in order to work here._

**Employee Promise**

FleetCheck is all about helping others, focused on a common good and we get there through consideration and respect for each other. Our clients trust us to deliver excellence. They trust us because they experience outstanding software and people who are dependable and prepared to go that extra mile when it is needed.

We are a growing business, and we need people who are open to new opportunities and experiences, ready to learn new things and help drive the business forward. The enthusiasm, honesty, and openness here is infectious and it helps us solve problems head on and be determined to find solutions, helping our customers, and improving our products.

Excellent client experience is our goal, and we need people who will do what they say, deliver on their promises and look for ways to surprise or even delight with the unexpected. If you yearn for a sense of togetherness, mutual respect, and loyalty, and will work hard as part of a community to foster a deep collaborative approach, we are the place for you.

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