Customer Service and Administration Lead

2 days ago

Weybridge, Surrey, United Kingdom Prax Full time
As a Customer Service and Administration Lead at Prax, you will play a pivotal role in delivering exceptional customer service and administrative support to our Fuel Cards department. You will be responsible for managing and enhancing processes within Fuel Cards, building and nurturing business relationships with existing customers, handling customer services queries, and reconciling data and managing general administration.

Your primary responsibilities will include serving as the primary contact for all customer inquiries, both by phone and email, building and maintaining long-lasting relationships with clients by understanding their fuel card needs, providing ongoing support, and ensuring a positive customer experience. You will also oversee the back-office processing of fuel cards, including ordering and cancelling cards as necessary, address customer queries related to fuel cards, escalate issues to the Sales Team, Head of Fuel Cards, Networks, or Credit Control when appropriate, and review new account applications from the Sales Team, coordinate with Credit Control for processing, and keep the Sales Team informed on the application status for customer updates.

You will be responsible for managing and monitoring the Card Services & Fuel Cards Sales email inboxes, assign, action, escalate, and file emails as needed, ensure accurate and timely data entry across various platforms, maintain and update customer records, including communications, contact changes, and business information, share relevant updates with the team and relevant stakeholders, track key account performance metrics, such as usage and spending trends, and provide regular reports and insights to clients to enhance account performance, perform credit control activities based on daily reports, including debt recovery calls to customers, providing copy invoices, and account reconciliation when needed, provide ad hoc support and cover to the remainder of the team during busy periods and annual leave, check and register new accounts on internal portal and on networks, take and process credit card payments over the phone, support the team by preparing data analyses to aid in business unit growth and development, create, maintain and update spreadsheets and dashboards, ensuring accuracy and relevance, provide support to the Sales Team as needed, manage and update the Fuel Card User Guide as necessary, review and order monthly renewals, develop, implement, and refine departmental processes and procedures for improved efficiency, create user guides, work instructions, and other resources to support the department and stakeholders, proactively reach out to customers to enhance engagement and resolve any potential issues, deputise for Head of Fuel Cards when needed, lead irregular activity investigations on customers' cards, escalating and informing stakeholders as needed, and provide support in strategic planning and implementation.

To succeed in this role, you will need to have highly self-motivated and proactive management skills, capable of working independently while seeking assistance when required, strong verbal and written communication skills, with the ability to influence and build rapport, proven experience in conflict resolution, demonstrable experience in Microsoft Office, including Excel (Advanced user), Word, PowerPoint, and OneNote, able to challenge existing processes constructively to drive improvements, possess strong commercial acumen with the ability to influence key business decisions, demonstrates exceptional attention to detail, exceptional experience in customer service, competent experience in data analytics, and financial administration/analysis experience is desirable.

We offer a permanent position, office-based in Weybridge, 25 days of annual leave (plus bank holidays), pension, private medical, gym membership contribution, health cash plan, and an estimated salary range of £30,000 - £40,000 per annum depending on experience.

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