Driver Support Coordinator

Salary
- **£24,894**
- Location
- **Sutton Coldfield**
- This is a _permanent_, _full time_ vacancy_ that will close _in a month_ at 23:59 GMT_. _

**The Role**

Inspection Services is a core part of the Manheim Inventory Solutions business and is the number one provider of end of lease vehicle inspection and collection services. Inspection Services offers its customers a seamless process that enables them to capture end of lease damage on the vehicle in the presence of the Hirer, thus providing a tangible return on investment. Inspection Services supports the auction infrastructure by delivering these already inspected vehicles ready for sale. Inspection Services also delivers vehicles to auction centres outside the Manheim portfolio. By servicing our Customers, Customers, Inspection Services are a trusted business partner of most blue-chip leasing companies.

**Scope of Role**:
This role is responsible for the outsourced driver/affinity sales and insurance write offs for a portfolio of key customers. You will be tasked with delivering a fully FCA compliant sales and insurance process. This will include contacting vehicle drivers and insurers, agreeing purchase prices and administering vehicles through the process where appropriate.

This role will require accurate and timely administrative support, ensuring records and tasks are kept in line with standard operating practices. You will interact with our customers and our customer’s customer, this may be face to face, by telephone or via written communication.

**Objectives for Role**:

- Be the first point of contact to our customers who require our driver sales or insurance write off service.
- Always operate within FCA guidelines.
- Process vehicle sales enquiries from the contact centre.
- Establish open and strong relationships with key customer contacts.
- Creating sales reports for driver sales, inputting stats as per task list
- Complete monthly insurance write-off stats and sending settlements on time.
- Ensure that any remittances are sent within a timely manner.
- Ensure all customer contact details are up to date.
- Liaising with colleagues and managers to help resolve customer queries and complaints.
- Contacting customers to discuss inaccurate/missing data if applicable.
- Understanding the financial impact that the team’s actions have on the company.
- Working closely with Finance to ensure all customers are invoiced correctly.
- Understanding internal systems and other departments to be able to answer customer queries effectively.
- Initiating first time resolution for complaints received, tracking through to completion.
- Be able to complete investigations prior to escalation of complaints.
- Liaising with Account Directors and Executives to ensure we are working together for the customer.
- Attending internal and external customer meetings with confidence.
- Assisting with customer audits.
- Administering, producing and maintenance of KPI’s
- Embrace and adapt new products offered to customers.
- Be able to understand and work within the Vulnerable Customer policy.
- Follow GDPR guidelines and operational processes.
- Be accountable for the end-to-end process for driver sales and insurance write offs.
- Work with customers to create a relationship that encourages a partnership approach to find efficient ways to deliver service.
- Any other telephone and/or administration duties essential to enable the smooth operation of MIS.
- Implementing new driver sales customers into the business in a timely and accurate manner.

**Skills, Knowledge and Experience**:

- Must complete FCA training and keep up to date with any legal training requirements.
- Be organised with the ability to work to tight deadlines and under pressure.
- Excellent administration skills.
- Flexible and able to adapt to quickly to change.
- Be able to follow instructions and work using your own initiative.
- Have a strong ability to understand and differentiate between complaints and queries.
- Excellent understanding of customer requirements and service specifications.
- Working skills in Microsoft office, Word, and Excel

INDAR
Published**in an hour**
Closing**in a month