Contact Centre Customer Service Fleet Controller

To deliver outstanding service to our customer base through the handling of inbound and outbound call and e-mail traffic through our Service Support Centre. Additionally, performing fleet administration tasks including invoice processing Efficiently and effectively handling all customer requests and facilitating these in line with client parameters. Delivering the personal exclusive experience to all customers.

ole and Responsibilities (daily, weekly, monthly & ad-hoc cover)

• Answering inbound calls presented within the agreed business KPI's



• Managing requests for booking requirements (Include but not limited to)


1. Service

2. Repair

3. Breakdown

4. Glass

5. Tyres

6. Rental

• Managing the daily task allocation within the operating system, planning, prioritising, and demonstrating effective time management to ensure all planned and unplanned activities are executed.



• Managing phones supplier requests for authority (basic maintenance and tyres)



• Managing the bookings@ inbox, sending holding emails, and responding within a timely manner



• Actioning portal messages and tasks within the bookings bucket on the portal. (Include but not limited to)


1. Driver App bookings

2. Check on site

3. Timed out bookings

4. Declined bookings

5. No show tasks

• Action and complete all tasks that have been assigned to you.



• Creation of accident claim forms (IRR & FNOL's)



• Assign VOR status as required and add a review for a dedicated fleet controller.



• Arrange vehicle movements (Car Carry)



• Managing breakdowns follow-ups via phone or external portals



• Amberon OOH bookings



• Assistance with any cross-over of PMI/Equipment bookings.



• Contribute to the identification of potential improvements in processes or system enhancements that would improve our ability to deliver exceptional service.



• Checking & actioning due items



• 1link - Adding bookings, declined, confirmed & alternative date bookings.



• Actioning ad hoc emails when sent from @info



• Checking work has been carried out and requesting invoice or passing this to the authorisations team to authorise the work.



• Actioning rental requests through our portal and external portals, Extending & terminating as required



• Adherence to the information security management system, raising concerns with the Data Protection Officer



• Utilisation the QA system (internal, suppliers & clients)



• Updating & managing notes (clear, concise & relevant)
  
  As a Fleet Control Centre Operator, you will be responsible for monitoring and managing our fleet operations in real-time. Your role will involve coordinating with drivers, scheduling maintenance, ensuring compliance with safety regulations, and optimising routes to enhance efficiency. This position requires strong communication skills, quick decision-making, and problem-solving skills. Experience of working in fleet would be an advantage as would break-down experience. Neither are essential as full training will be given


A team player, who can plan and prioritise. Excellent communication skills and a proficient IT capability.

If you enjoy a fast paced environment with the opportunity to deliver excellent customer service then please read below

Fleet Service GB is a leading, award winning provider of fleet management services, known for our innovative approach and commitment to excellence. We manage diverse fleets across various industries, ensuring optimal efficiency and safety. We are seeking a detail-oriented and proactive individual to join our team as a Fleet Controller in our busy Operation department.

We offer a salary that is respectful and reflective of your customer service skills. As a co-ownership business we reward hard-work with the profit-share bonus ( after a qualifying period) to all staff as well as a pro rata '13th Month' ( an extra month's salary in December)

Full system training is given as well as on-going development opportunities

Job Types: Full-time, Permanent

Pay: From £25,000.00 per year

Benefits:

• Company events


• Company pension


• Cycle to work scheme


• Employee mentoring programme


• Free parking


• Life insurance


• On-site parking


• Profit sharing


• Referral programme


• Sick pay


Schedule:

• 8 hour shift


Supplemental pay types:

• Bonus scheme


• Performance bonus


• Yearly bonus