Customer Support Administrator

Manheim Vehicle Solutions is an evolving business supporting customers with new vehicle preparation, de-fleet, multiple remarketing channels and a complete range of vehicle preparation services including wholesale and retail ready. This requires an agile and responsive support function able to manage a variation of customer requirements. As we develop the range of services delivered and expand our customer base, the support team need to ensure we deliver these services within SLA and to a very high standard.

Team members are responsible for ensuring all customer defined requirements are delivered ensuring operational and customer service excellences are met at all times.

**Scope of the Role**:
Responsible for the process of managing the customers RFL (Road Fund Licence) and contraventions ensuring these are administered and managed effectively and in line with agreed SLA’s. In addition to ensure all customer interaction is to a high standard and provides the experience expected.

**Objectives for the Role**:
Your responsibilities include but are not limited to:
Process Management
- Responsible for administration of Penalty Charge Notices/Fines for MVS ensuring they are always worked in a timely and efficient manner.
- Responsible for the administration of RFL ensuring the process is completed accurately and within KPI’s
- Record accurately and report on PCN’s/Fines and complaint forms received in line with Compliance and business guidelines. Provide regular and accurate reporting for the business.
- Efficient and accurate filing of vehicle documents
- Process daily post, ensuring all documents are posted to the correct customers on time.
- Responsible for using multiple external customers databases and systems
- Work to KPI’s agreed by the leadership team ensuring we always remain compliant.
- Complete all administration tasks accurately and in line with expectations.
- Maintain accurate records and updating our systems in a timely manner.
- Securely handle customer information.

**Customer Service**
- Be the point of contact for our customers and develop and maintain excellent relationships with our vendors
- Develop strong working relations with key stakeholders, allowing you to leverage and deliver help and support when required

**Skills, Knowledge and Experience**:

- Experience of working within rigid regulations and procedures
- Experience within a customer role with the ability to resolve customer queries and complaints to a mutual satisfaction
- Excellent customer service skills
- Strong administration skills including Microsoft Packages
- A keen eye for detail and accurate data entry skills
- Excellent interpersonal and communication skills both verbal and written.
- Able to use your initiative and be flexible, reacting to change quickly and effectively
- Able to work as part of a team to ensure successful delivery of a sale
- Strong time management and organisational skills with the ability to work under pressure to tight deadlines, prioritising workload

**Benefits**:

- Monday to Friday
- 25 Days Holiday + Birthday off + Wellbeing Day + Charity Day + Bank Holidays (additional days due to length of service)
- Cycle to work Scheme
- Additional Leave
- Employee Assistance Program
- Pension
- Free onsite parking

**STRICTLY NO AGENCIES PLEASE**

We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL.

We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's

INDAR