Fleet Support Specialist

4 weeks ago

Greater Manchester, United Kingdom Halfords Full time

Job Purpose

To deliver exceptional customer service and support to our fleet customers, ensuring a high standard of professionalism and expertise at all times. This role involves resolving issues efficiently, managing bookings, and working closely with internal departments to improve service levels.

Key Responsibilities

  • Proactively respond to customer inquiries, providing timely and effective solutions.
  • Manage fleet bookings, confirmations, and cancellations in line with agreed processes.
  • Provide a high standard of customer service, ensuring a courteous and calm manner is maintained at all times.
  • Investigate and resolve issues, informing relevant departments to enable corrective action.
  • Conduct analysis and reporting of key information, identifying trends and working with technical teams to find solutions.
  • Effectively manage fleet complaints and escalations, presenting a confident and professional approach.
  • Support Business Development Managers and liaise with Autocentre Managers and Regional Managers.
  • Work closely with internal departments to identify and remedy issues.

Person Specification

  • Experience in problem-solving and complaint handling.
  • Excellent telephone manner and previous experience of handling high volumes of calls.
  • Previous experience in the automotive industry is an advantage, but not essential. A reasonable knowledge of motor vehicles is required.
  • 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 while 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 SLAs.
  • 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.
  • 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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