Job Description

THE CLIENT

My client, a provider of fuel cards and other fleet services, is rapidly expanding and growing their business and is looking for Customer Service Excellence to join their busy and energetic support team. They are a scale up fuel and fleet services business operating out of a dynamic and hungry sales office based in the heart of Birmingham's City Centre and they are looking for driven, passionate, and ambitious individuals who share their desire to be on top.

SALARY & BENEFITS

Salary: £20,000 - £24,000 DOE

Hours: Monday - Friday, 8.45am - 5pm

2 x 15-minute breaks, 1 x 45-minute lunch

This is a Permanent Role

THE ROLE

We have an exciting new opportunity for candidates in Birmingham who are looking to further develop their career in Customer Service. This is a demanding role and requires real determination and a commitment to overcoming day to day challenges. You will need to be a responsible and respected member of the team who can gain and build the trust of your peers and team members, with a genuine focus on personal development and understanding of the importance of driving productivity levels always. If you want to be part of a hardworking but fun and energetic team with a fantastic career pathway please continue reading!

As they are a small but growing family, you will be required to maintain high levels of productivity, every individuals contribution really matters, so it is important to be a resilient and positive individual, comfortable operating within a fast-paced environment.

KEY RESPONSIBILITIES

Card Administration (50%)

• Manage all aspects of administration relating to the processing new fuel card orders
• Package all fuel cards ready for postage in line with distribution SLA
• Accurately prepare card packages with correct customer delivery details and franking labels
• Ensure all fuel cards received are accounted for and distributed quickly and efficiently

Customer Support (50%)

• Handle inbound queries via telephone and email
• Provide product knowledge and support to customers
• Resolve customer queries by clarifying the customer's need and proactively seeking to reach a resolution (directly or by effective communication to escalate the query internally)
• Provide administrative support to our Account Managers
• Actively contribute to a positive working environment, demonstrating the company core values and behaviours
• Contribute and commit to a personal development plan that addresses all training and development needs as well as future career aspirations

• Contribute to commercial success by increasing customer satisfaction and maintaining customer service SLAs

PERSON SPECIFICATION

This is a demanding role and requires real determination and a commitment to overcoming day to day challenges. They recognise this and do all they can to support their people to succeed.

Some of the key characteristics that make a successful Customer Support Co-ordinator include:

• A resilient and enquiring mind with the ability to understand the impact of your work within the wider commercial environment
• Attention to detail with a real pride in your work
• Excellent organisation and time management
• Thrive on being in a challenging and fast paced environment
• A desire to put the customer needs at the heart of your work

General Customer Service Skills

• Customer Issue Resolution
• General Office and System Administration
• Written and Verbal Communication
• Commercial Awareness
• Office IT/System competency
• Understanding of professional office environment
• Ability to build rapport and relationships
• Excellent communication skills, both verbal and written
• Excellent listening skills, to understand exactly what customers require
• Experience of problem-solving to ascertain the most appropriate resolution to each customers query
• An ability to work well under pressure
• Dynamic and versatile
• Strong organisational skills