Customer Service Administrator

1 week ago

Dursley, United Kingdom Cox Automotive Full time

Manheim is a core part of the Cox Automotive Group. With 12 Auction Centres across the UK, we facilitate the selling of a range of vehicles on behalf of manufacturers, fleet & leasing and dealers to a wide-ranging buyer base both physically and online.

The Service Delivery department is a core part of the Auction business, and oversee various office based activities including inputting of vehicle collections & deliveries, vehicle data and document processing along with handling vehicle payments.

Team members are responsible for ensuring all processes within their department run efficiently and support the smooth running of the day-to-day function. Ensuring sales are delivered successfully and operational customer service excellence is always met.

Scope of Role:
 

Working as part of a team, you will be responsible for supporting the smooth and efficient running of the Service Delivery function in the office and delivering it effectively.

You will be required to work in line with standard operating practices and HSE requirements, whilst maintaining customer service and operational excellence through best practice.

Objectives for Role:
 

  • Responsible for ensuring the administration, coordination and sale of vehicles meets customer and internal SLA requirements at all times.
  • Ensure the smooth day-to-day operations of the department, to deal with any problems or incidents in a timely manner and within the required procedure guidelines, escalating issues where necessary.
  • Plan in advance with Service Delivery Manager, to support vehicle arrivals in terms of accurate processing of vehicle data and documents.
  • Ensure accurate communication is maintained with the Operations team to minimise any time delays in getting a vehicle allocated to sale.
  • Ensure the smooth, safe and uninterrupted flow of sale vehicles through the auction process. Considering pre-sale, sale and post-sale processes and reports for our customers.
  • To assist with accurate invoicing and timely processing of customer payments via our Bankline system and to add any delivery requests where applicable
  • To assist the Service Delivery Manager with any other tasks deemed necessary to ensure a smooth and efficient operation and an excellent client experience.
  • To make sure that the office is presentable so that it meets HSE requirements and gives a good impression to our customers.
  • Ensure general client enquiries are answered accurately, in line with Cox Automotive’s customer services excellence standards, escalating issues, concerns or queries as appropriate.
  • Maintain safe operating within function at all times by observing and adhering to HSE requirements and site rules at all times.
  • To proactively support the Service Delivery Manager to ensure all mandatory HSE requirements are fulfilled and all team members are trained and developed to maximise performance.
  • Support Service Delivery Manager to investigate any disputes with the Operations function and provide timely feedback.


Skills, Knowledge and Expertise:
 

  • Ability to work as part of a team to ensure all tasks are completed to a high standard
  • Experience of working within a fast-paced Service Delivery environment
  • Ability to communicate effectively at all levels both verbal & written
  • Demonstrate flexibility, initiative and the ability to react to an ever-changing environment
  • Excellent customer service skills putting the clients first in everything that you do
  • Experience with full suite of Microsoft products such as Excel, Word & Outlook
  • Experience of working within KPI driven environment
  • Ability to work efficiently to meet internal SLA’s
  • Good attention to detail with the ability to input data accurately
  • Good time management with the ability & organisational skills to work to deadlines within a busy environment
  • First Aid at Work qualification a bonus

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

#INDOR

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