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Operations Administrator

4 months ago

Stockport, United Kingdom Elite Search Group Ltd Full time

_Unleash your potential and join one of the best Car Leasing companies in the North West Holding immediate one stage interviews and start dates If you are looking to join a well established business who invest in their staff, please read on..._

**Operations Administrator**

**Salary Up To £24,000**

**Immediate Start Date**

Our client has a reputation to be proud of, built on 20 years’ experience in the automotive sector. Based in Stockport, Cheshire, they provide private individuals, businesses and other organisations across the UK with car and van leasing, personal contract hire (PCH) and fleet management solutions. The following is a detailed job description, for those who carry out the role of Operations Administrator.

**Responsibilities & Duties**
- Represent in a professional manner at all times.
- Work towards business targets, service level agreements and goals
- Answering incoming calls in a professional manner, moving the call to the appropriate department
- Updating and operating the company’s CRM Systems in line with our business processes
- Ensure customer orders are accurate and match the lease quotation
- Complete the initial stages of a deal pack checks. This includes a Customer Order, Customer Finance Proposal, Dealer Order, Bill admin fees where appropriate, Finance Acceptance
- Provide delivery updates to Customers, Colleagues and Franchisees. Including (but not exclusive to) knowledge of vehicles, updates on stock, finance company systems, internal processing systems, administrative support
- Understand the different finance facilities available.
- Process deal pack through to funders for pay-out.
- Build and maintain customer/franchisee relationships
- Provide high levels of customer service to both the end users and franchisees
- Understand and resolve customer/franchisee queries.
- Manage the franchisee process, providing professional back up for sales or prospective sales
- Ensure the information required is held within a delivery pack, Customer Order, Dealer Order, Finance Company Acceptance, Administration Fee Receipt, and Finance Proposal
- Work closely with our finance partners to obtain finance documentation, and checking that the documents match the customer’s order and expectation
- Ensure invoicing preparation and follow up of all manufacturer deals are completed on SMS in a timely manner
- Contacting customers and advising them of their requirements. These may include (but not exclusive to) advising a customer of prospective lead times, potential delays in manufacture, explaining how the different finance company documentation process works and talking them through the process. Obtaining the necessary additional proofs to satisfy the finance company.
- Resolving customer service queries including (but not exclusive to) end of contract queries, MOT Dates and the coordination of collection of old vehicle and delivery of new vehicle
- Maintain good relationships with suppliers, customers, franchisees, staff and management
- Handle customer/franchisee objections in a satisfactory manner
- Work closely with other departments, to maintain a smooth customer experience
- Manage customer complaints, in line with company complaints procedure
- Assist the business in ensuring products and services have been sold in a compliant manner
- Flexible approach to working hours as and when required by the business
- Work within the guidelines of the Financial Conduct Authority
- Understand and operate within the framework of the BVRLA (British Rental and Vehicle Leasing Association)
- Treat Customers Fairly

**Qualifications and Skills**
- Strong attention to detail is a must
- Solid organisational skills, able to multi-task and prioritise workload
- Methodical approach when dealing with assigned tasks
- Proven experience in stakeholder and customer management
- Adaptable, willingness to learn new processes and tasks

**Key Performance Indicators/Measures of Success**
- Process Accuracy is within agreed tolerances
- Recording and documentation of required Key Metrics
- Achieving Documentation output targets as assigned
- Adherence to telephony parameters
- Compliance on all regulated orders

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£24,000.00 per year

**Benefits**:

- Canteen
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Transport links

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- Stockport, Greater Manchester: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Automotive: 1 year (required)
- Administrative experience: 2 years (required)

Work Location: In person