Customer Service Team Associate

3 weeks ago


Exeter, United Kingdom Lightfoot Full time

**About us**

We are Lightfoot, a high-growth technology company based just outside Exeter that is focused on making a difference worldwide, one driver at a time.

We help businesses and private motorists improve performance and safety. Our technology has been proven to reduce fuel use and emissions rates by 10-20%, and at-fault accidents and wear and tear by 40-50%.

Our technology connects to your vehicle’s on-board computer and uses all the live data it produces to analyse how efficiently you are driving. It’s similar to how performance is analysed in Formula 1. Lightfoot turns that data into simple feedback for you - the driver - so you know when you’re pushing your vehicle too far and can bring it back to maximum efficiency.

We’re a fun-loving bunch who are growing at an astonishing rate. We’ve moved into a brand-new, state-of-the-art office near Exeter in the beautiful Southwest (which was voted Exeter’s ‘Best Workspace’). We are excited to keep growing the Lightfoot family with like-minded, passionate individuals who share our values.
- We care deeply.
- We are innovative.
- We deliver excellence.
- We are customer first.
- We are friendly and celebrate individuality.

**About the role**

The Customer Technical Support Associate (SIRs) takes responsibility for the Customer Support of a key number of fleet accounts. As well as supporting our customers in the UK, this exciting role is to support our growing customer base in Europe. (SIRs is an abbreviation for Service Calls, Installs and Removals).

The role involves arranging the removal and installation of Lightfoot units to reflect fleet vehicle changes and includes arranging engineers on service calls to investigate physical faults on site. The remit will include all aspects of the customer journey within Lightfoot, from routine day to day administrative tasks like updating vehicle and driver details to reactive issue resolution that requires pace and quick thinkingno two days are the same.

**Main duties and responsibilities**
- To provide comprehensive support to the Customer Support team including:

- Responsible for the requirements of between 10 to 100 fleet accounts, and between 10,000 to 25,000 vehicles with Lightfoot products fitted.
- Day to day looking after the overall ‘health’ of each fleet, Lightfoot portal management, fleet setup changes and general support admin as the Customer Support ‘go to’ contact for each account.

SIRs
- Coordinate with external Fitting Partners to arrange on-site engineer appointments for clients needing service works, installations, and removals, whilst ensuring adherence to established internal procedures.
- Ensure clear and effective communication with engineers during on-site visits, documenting all interactions in Salesforce and updating the Lightfoot portal accordingly.
- Efficiently collaborate and liaise with colleagues through our in-house communication platforms to facilitate the resolution of customer-related problems.
- Complete daily job reports for Service Calls, Installs, and Removals (SIRs), and record relevant information in Salesforce and the Lightfoot portal, whilst adhering to established internal procedures.

Portal Management
- Update driver and vehicle assignments, fleet assignments, driver login codes, driver account activations for the Lightfoot app and any other updates.
- Raising portal issues and informing customers on problems, updates and changes.
- Giving portal guidance/instructions to portal users to promote self-managing accounts where applicable.

Fleet Changes
- Update fleet configurations and system settings to keep Lightfoot units up to date, or in line with customer feedback and requests.

General Support Admin
- Coordinate inbound customer queries and assign ‘cases’ to colleagues through Salesforce (CRM).
- Perform accurate and efficient data entry, ensuring all information is correctly inputted, updated, and maintained in relevant systems, with a strong focus on detail and accuracy to support effective data management and operational processes.
- Take incoming calls on the main Customer Support phone line, from different Lightfoot users including but not limited to fleet managers, drivers, Lightfoot engineers and anyone in between including general queries or possible new customers.
- Logging calls and actioning appropriately.
- Building a rapport with your fleet account contacts to keep positive relationships and high Customer Satisfaction scores.
- To comply with the requirements of 9001.
- To comply with the requirements of 27001.

**Supervision & management**

There is no direct supervision or management of staff in this role.

**Creativity & innovation**

This role will be expected to contribute ideas and solutions to the Customer Support function to ensure delivery of a high-quality service. Offering improvements for customers based on experience and feedback.

**Levels of Responsibility**

This role will require a high standard of kno



  • Exeter, Devon, United Kingdom Lightfoot Full time

    About usWe are Lightfoot, a high-growth technology company based just outside Exeter that is focused on making a difference worldwide, one driver at a time.We help businesses and private motorists improve performance and safety. Our technology has been proven to reduce fuel use and emissions rates by 10-20%, and at-fault accidents and wear and tear by...


  • Exeter, Devon, United Kingdom Amazon Warehouse Full time

    At Amazon, we understand that work doesn't stop on the job.That's why we have warehouse jobs that work for you.Location - DEX- Unit 1, Exeter Logistics Park, Werstan Road, Exeter, EX5 2GB, United Kingdom Pay Rate £11.40 Contract Type Perm Shift Wednesday to Saturday 10:00am to 20:45pm Join us as a Delivery Station Liaison and provide outstanding customer...


  • Exeter, Devon, United Kingdom Service Care Solutions Full time

    Job Title: Customer Service Co-Ordinator (General) (Admin and Clerical) Salary: 14.24 P/H LTD Umbrella Hours: 37 Per Week Type: Temporary Ongoing Location: Exeter, EX1 Start Date: ASAP Work Pattern: Monday - Friday 08:30am - 16:30pm Join our client's Net Zero and City Management Directorate as a Customer Service Co-ordinator. You will play a vital role in...


  • Exeter, Devon, United Kingdom Service Care Solutions Full time

    Job Title: Customer Service Co-Ordinator (General) (Admin and Clerical) Salary: 14.24 P/H LTD Umbrella Hours: 37 Per Week Type: Temporary Ongoing Location: Exeter, EX1 Start Date: ASAP Work Pattern: Monday - Friday 08:30am - 16:30pm Join our client's Net Zero and City Management Directorate as a Customer Service Co-ordinator. You will play a vital role in...


  • Exeter, Devon, United Kingdom Service Care Solutions Full time £14

    Job Title: Customer Service Co-Ordinator (General) (Admin and Clerical) Salary: £14.24 P/H LTD Umbrella Hours: 37 Per Week Type: Temporary Ongoing Location: Exeter, EX1Start Date:ASAPWork Pattern: Monday - Friday | 08:30am - 16:30pm Join our client's Net Zero and City Management Directorate as a Customer Service Co-ordinator. You will play a vital role in...


  • Exeter, United Kingdom CORNERSTONE HOUSING LTD Full time

    **Closing Date** - 13th August 2023 **Shortlisting** - WC 14th August 2023 **Interviews** - WC 21st August 2023 **Salary**: £24,100 per year (pro rata) depending on experience **Hours**: 14 hours - across two days 9 am - 5 pm. **Location**: This role is based in our modern Exeter city-centre offices. **Housing people is diverse and interesting work** As a...


  • Exeter, Devon, United Kingdom CORNERSTONE HOUSING LTD Full time

    Closing Date - 13th August 2023Shortlisting - WC 14th August 2023Interviews - WC 21st August 2023Salary: £24,100 per year (pro rata) depending on experienceHours: 14 hours - across two days 9 am - 5 pm.Location: This role is based in our modern Exeter city-centre offices.Housing people is diverse and interesting workAs a growing housing association, based...


  • Exeter, United Kingdom Alliance Automotive Group Full time

    **Job Overview**: You will work with the Customer Service Manager to ensure SLA is achieved day in day out, with a focus on ensuring key performance measures are met whilst ensuring the customer service team receive regular feedback and coaching in line with their development goals and team KPIs, all whilst maintaining excellent standards of customer...


  • Exeter, United Kingdom Coastal Recycling Full time

    We are seeking a dynamic, outgoing individual to lead our team of Customer Service Representatives. This is an opportunity to play a key role within the business, shaping our team and the company customer management processes, driving change and delivering a first class customer experience. **Key Responsibilities include**: - Provide advice and information...


  • Exeter, United Kingdom Alliance Automotive Group Full time

    Job Overview:  You will work with the Customer Service Manager to ensure SLA is achieved day in day out, with a focus on ensuring key performance measures are met whilst ensuring the customer service team receive regular feedback and coaching in line with their development goals and team KPIs, all whilst maintaining excellent standards of customer...


  • Exeter, United Kingdom Alliance Automotive Group Full time

    Job Overview: You will work with the Customer Service Manager to ensure SLA is achieved day in day out, with a focus on ensuring key performance measures are met whilst ensuring the customer service team receive regular feedback and coaching in line with their development goals and team KPIs, all whilst maintaining excellent standards of customer...


  • Exeter, United Kingdom BT Group Full time

    What you'll be doing To provide technical First Line Support and resolve incoming contacts upon the first contact - in excess of 55% Maintain the necessary skills to support customer to provide first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace. Provide first line support Ensure...


  • Exeter, United Kingdom BT Full time

    Customer Service Agent **Job Req ID**:33691**Posting Date**:6 Jun 2024**Function**:Business Services & Operations**Unit**:Business**Location**:Exeter (R620), Exeter, United Kingdom**Salary**:29,300.16**Recruiter: Jayson Coley-Wynters** **Salary: Competitive** **Closing Date: 18th June 2024** **Location: Devon, Cornwall** **Why this job matters** - The...


  • Exeter, United Kingdom J & R Food Service Ltd Full time

    J & R Food Service is a family run business based in Exeter, Devon. We are looking for new employees to join our fun and vibrant evening department. **Duties** Taking and making calls from/to customers and suppliers assisting them with their orders and any queries. You will need to build a Strong Customer relationship with existing and new customer's and...


  • Exeter, Devon, United Kingdom J & R Food Service Ltd Full time

    J & R Food Service is a family run business based in Exeter, Devon. We are looking for new employees to join our fun and vibrant evening department.DutiesTaking and making calls from/to customers and suppliers assisting them with their orders and any queries.You will need to build a Strong Customer relationship with existing and new customer's and to Promote...


  • Exeter, United Kingdom IKEA Full time

    At IKEA, it is so much more than a job. We have a fantastic opportunity for a Customer Services Team Leader at our Exeter store on a full-time, permanent basis. This is an exciting opportunity for someone with experience leading teams and resolving customer issues, and you will be joining a great team! Scheduled closing date: 15 January 2023. Planned...


  • Exeter, United Kingdom Reed Business Support Full time

    A Customer Technical Support Associate (Servicing) takes responsibility for the Customer Support of a key number of accounts. The role involves arranging the removal and refitting of products to reflect requested changes, this also includes arranging engineers to investigate physical faults on site. The remit will include all aspects of the customer...


  • Exeter, Devon, United Kingdom BT Full time

    Customer Service AgentJob Req ID:33691Posting Date:6 Jun 2024Function:Business Services & OperationsUnit:BusinessLocation:Exeter (R620), Exeter, United KingdomSalary:29,300.16Recruiter: Jayson Coley-WyntersSalary: CompetitiveClosing Date: 18th June 2024Location: Devon, CornwallWhy this job matters The primary function of the Customer Service Analyst is the...


  • Exeter, United Kingdom Met Office Full time

    Job Introduction We’re looking to appoint an exceptional Associate Director, Products and Services Technology. Our opportunity is full time, 37 hours per week, but we would also consider applicants wishing to work a minimum of 30 hours per week and we will also try our best to consider those intending to work a job share. Our people are at the heart of...


  • Exeter, United Kingdom King Recruit Ltd Full time

    Technical Customer Service (Manufacturing) Do you want to work with a dynamic, supportive company who are the UK’s largest manufacturer in their field? Reporting directly to the Group Service Manager. The purpose of this role is to take all customer and retailer calls of a technical nature and provide them with the correct technical advice. This role...