Customer Experience

**About us**

At IAM RoadSmart we make better drivers and riders. As the UK’s largest independent road safety charity, formed in 1956, we’ve spent more than 60 years making our roads safer by improving driver and rider skills through coaching and education.

Our qualified experts, our network of over 70,000 members and 164 local groups are our lifeblood. They champion our cause and help drive our vision - to be the best, most recognised provider of coaching and advice for all post-licence drivers and riders, and to help make our roads safer for all.

**About the role**

Their role will encompass management of SOPs and contractual agreements, working alongside finance with invoicing, ensuring payments are received in line with customer terms, and managing customer data in the CRM in accordance to the business pipeline.

They are responsible for working with a broad stakeholder group, delivering timely follow-up activity and solutions to provide a great customer experience that encourages repeat business for the charity, helping to make roads safer for all across the UK.

**Key responsibilities**
- Responsible for the timely completion of sales invoicing in line with customer terms
- Manage all enquiries to the business inbox to conclusion or redirect appropriately.
- Support the sales team in checking and resolving any escalated invoice, expense or bookings related queries.
- Provide any necessary data or reports for the sales team, working with the IT team to ensure accuracy and timely delivery.
- Maintain all contact information for customers on the CRM and pipeline.
- Manage the set up and ongoing requests for all companies and online customers.
- Work with the sales team to manage and maintain price lists.
- Create, maintain and ensure strict adherence to SOPs and contractual agreements.
- Responsible for the collection of credit card payments for business customers
- Provide support to the Customer Experience Lead and team as and when required.

**About you**
- At least two years’ experience of sales administration.
- Able to set own priorities. Manages work logically through consistently prioritising own workload. Sends regular updates to their line manager.
- Proactively responds to customer needs and requirements and provides exceptional customer service. Focuses on the customer’s business results rather than own. Goes beyond service expectations to help customers implement complete solutions.
- Gains acceptance of ideas and plans from others. Addresses issues in an open, constructive, and professional manner. Has demonstrable experience of ‘selling in’ and maximising revenue opportunities.
- Committed to team goals. Promotes and assists team working. Supports team changes with positive manner.
- Sets high standards for self and others. Challenges negative behaviours and responses in a constructive way. Encourages people to be optimistic, with a can - do attitude and focus.
- Adapts innovative communication style to match the needs and understanding of different audiences. Practices active listening skills. Able to establish inter-departmental communication easily.
- Shows insight into the root-causes of problems. Explores various solutions to problems, weighing up the benefits of each (including costs, risks, and values) and selecting the appropriate course of action.
- Works closely with various departments to ensure issues are resolved and feedback is shared.
- Thrives from putting the organisation’s mission and vision into life. Adapts an energetic approach towards responsibilities.
- A sound knowledge of occupational driver risk management or able to demonstrate a willingness to learn.
- Good working knowledge of Microsoft Office software including Word, Excel, PowerPoint, and Outlook

IAM RoadSmart is an equal opportunities employer.

Pay: £28,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Welwyn Garden City: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Sales administration: 2 years (required)

Work Location: Hybrid remote in Welwyn Garden City