Fleet Operations Coordinator

4 weeks ago

Greater Manchester, United Kingdom Halfords Full time
Job Purpose

As a Fleet Support Executive at Halfords, you will play a critical role in delivering exceptional customer service and support to our customers. Your primary responsibility will be to manage various fleet concerns, ordering, and arranging authorisation of all automotive products via multiple portals. You will work closely with our operations and customers to manage day-to-day issues.

Key Responsibilities

• Proactively answer incoming contacts within agreed timescales.

• Book, confirm, and manage fleet smr and tyre jobs in line with agreed processes.

• Provide a high standard of customer service at all times, ensuring a courteous and calm manner is used at all times.

• Ensure appropriate investigations are undertaken to understand the root cause of issues, and inform the appropriate departments to enable corrective action to be taken.

• Conduct analysis and reporting of key information, identifying trends and working with technical and product teams to find solutions.

• Effectively and proactively manage fleet and warranty complaints and escalations in the most appropriate way to present a confident and professional approach.

• Provide support to Business Development Managers (BDMs) and liaise with Autocentre Managers and Regional Managers.

• Work closely with all internal departments to identify and remedy issues.

Person Specification

• Experience of problem solving and complaint handling.

• Excellent telephone manner with previous experience of handling high volumes of calls.

• Previous experience of working within the automotive industry would be an advantage but not essential, however you should possess a reasonable knowledge of motor vehicles.

• Very good organisational skills.

• Excellent communication skills, both written and verbal.

• Excellent time management.

• Ability to capture data accurately and within guidelines.

• Able to demonstrate experience of dealing with difficult situations whilst remaining professional, tactful, and calm.

• Able to work effectively as a team.

• The ability to work and keep calm under pressure.

• Previous experience of working to targets and SLA's.

• Strong personal presence, confidence, and credibility.

• Ability to communicate at a senior level and build strong working relationships with key stakeholders.

• Ability to deal with difficult situations and respond accordingly.

• Is open to change and seeks and encourages fresh ideas to meet an ever-changing environment. Able to support colleagues to adapt to change across the business.

• Good knowledge of Microsoft programmes, Outlook, and proven experience of manipulating and extracting data through Excel at an immediate level.

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