Senior Customer Support Executive

Job Title:
Senior
Customer Support Executive

Reports To:
Product Support Manager

Salary:
£30,000

Working hours:
37.5 hours per week, Monday to Friday

Location
: Office based 3 days per week (BD17 7EZ), with the option to work 2 remotely

About Fleetondemand

Fleetondemand is a world-class vehicle rental management company that helps businesses access and manage their vehicle hire, taxi, and pool fleet requirements. We connect organisations to the UK's most comprehensive vehicle rental network through established partnerships with all major rental suppliers.

Our approach combines expert consultative services with customer-driven technology solutions. We take time to understand each customer's specific needs before recommending the right solution, whether that's rapid vehicle delivery (from 2 hours), flexible mid-term rentals, EV adoption strategies, pool fleet management, or integrated taxi services with global coverage.

Our award-winning GT Suite booking platform provides customers with real-time visibility, policy controls, centralised billing, and comprehensive reporting across all their vehicle rental needs. Built on secure AWS infrastructure, we maintain ISO 27001 certification and Cyber Essentials accreditation to keep business operations and customer data secure.

We also provide bespoke, white-label technology solutions that help fleet management and rental companies to offer vehicle rental management services to their own customers. With the UK's largest availability of electric vehicles and partnerships across all major rental suppliers, we serve diverse organisations with complex travel policies and international requirements, including major corporates, healthcare providers, construction firms, and businesses across multiple sectors.

What we're looking for

Fleetondemand customers are at the centre of our Product Support team. We work together to meet their needs by prioritising our customers' requirements throughout their support journey, consistently monitoring progress, and identifying and taking action on opportunities to enhance their experience. You'll need to have a keen eye for detail when it comes to identifying any bugs in our software that is used by our customers.

What you'll be working on

·       Managing customer queries in a timely and professional manner through our service management tool, Zendesk

·       Offer support and training to our customers, via Teams or on-site

·       Working with the Product Support Manager to ensure that all targets are met and service to customers is maintained

·       Work closely with our product development teams to ensure our customers receive regular, clear updates

·       Building a rapport with all new and existing customers to retain good relationships

·       Assist the Product Support Manager by performing regular audits and reviews

·       Complete monthly reviews for our customers

·       Oversee the Support desk in the absence of the Product Support Manager including incident management

·       Maintain a high level of procedure documentation and also input into our product roadmap, using Jira to write up user stories

You should apply if:

·       You have experience working on a Support or Customer Service desk

·       You are empathetic to others when things go wrong

·       You have the confidence to guide others and provide assistance during times of escalation

·       You are highly organised with a keen eye for the little details

·       You are confident in joining calls with external customers and suppliers to resolve issues

·       You are able to work in a fast-paced environment with a high volume of tickets

It'd be even better if:

·       You have a good understanding of the vehicle rental industry

·       You have worked with a vehicle rental software package, ideally FOD

·       You have previously worked with Jira, Confluence or Zendesk

Our Culture & Benefits

Based in the historic UNESCO World Heritage site of Saltaire, our headquarters sits next to the iconic Salts Mill, offering a unique working environment surrounded by shops, cafes, and restaurants.

We're proud of our supportive and people-focused culture, and we offer a comprehensive benefits package including:

· days' annual leave plus 8 bank holidays

·       Holiday buy and sell scheme (up to 5 days)

· paid day for a celebration of your choice per year

·       Time off for doctors and dental (8 hours per year)

·       Free onsite parking

·       Enhanced maternity and paternity pay

·       Private healthcare after 1 year (including physical & mental health support)

·       Salary sacrifice schemes (Tech, Car hire, Bikes, Ikea furniture)

·       Free eye tests + £90 contribution towards glasses

·       Employee referral scheme (up to £500)

· % matched workplace pension scheme

·       Employee Assistance Programme (EAP) with legal, life, and mental health support

·       Career development opportunities with a strong focus on internal promotion

·       Regular company funded social events and volunteering days

·       Free fruit & snacks in the office

As we continue to grow, we're looking for talented individuals who share our passion for innovation and excellence to join our team.