Customer Support Administrator

To support Kwik Fit in its wider purpose of keeping our customers safe on the road and providing peace of mind motoring.
Reporting to the Team Manager, the Customer Support Administrator will manage all invoice and transaction processes within Kwik Fit Fleet. Using bespoke systems, the Customer Support Administrator will perform various tasks that aid the invoicing and billing process including resolving non-matching invoices for both FAS and 1link accounts.
This role will manage all Fleet Rejections; resolving issues in order to reach the invoicing stage or raise a credit as required and process 3rd party invoices for payment including Rapid Response callouts. This role will also process reimbursements; refunding customers and lease companies for jobs which should have been billed out through FAS., The Day to DayCreate and control the flow of data and invoices within the Kwik Fit Fleet systems, primarily the FAS and 1Link invoice process. Populating the management and control systems with data, generating and creating invoices and management information.
Manage 3rd Party Invoicing via the Coupa system to ensure 3rd party invoice matches FAS authorisation.
Control and maintain invoicing parameters including month end procedures, rate change, credits and manual invoicing, transactional data exports.
Liaise with customers to resolve queries and update data/invoices as requested.
Vehicle imports and management - keeping records of all FAS vehicles up to date to ensure that the correct vehicles are covered for tyre replacement.
Manage all error control and resolutions within the Fleet Systems.
Process reimbursement requests from both lease companies and customers.
Manage all pricing calls from Retail Centres and calculate book out prices.
Respond efficiently to our customers (leasing companies, Retail Centres, Account Managers and internal colleagues) to create a positive experience and striving to achieve a one stop resolution.
Respond to queries and resolve issues with positive and proactive solutions.
Report areas for improvement or concern to line management.
Follow GDPR policy when communicating verbally and in writing with our customers and other departments.
Attend and contribute to department meetings when required
Adhere to company values and department principles.
An ability to adapt to the various functions and tasks within the team
Build positive relationship of teamwork, trust and excellence as well as a \"one team\" approach
Participate in, and prepare for, training and coaching sessions that will drive your performance, improve existing skillsets, and encourage a \"can do\" approach.
Commit to and take ownership of self-development through training sessions/programs.

You are customer focused, positive, detail oriented, and innovative with the ability to adapt your skills and demonstrate your knowledge, to create a one stop shop for our customers. You will also have a high level of positivity, passion and self-drive to achieve and support the delivery of a customer experience that is not just the best, but legendary., Who we're looking forA passion for customer service and delivering a first-class service to our customers.
Demonstrates a positive, proactive, professional and empathetic approach.
Ability to work well as part of a team and build effective relationships with others.
Very organised and can priorities tasks accordingly.
Ability to handle complex queries and challenging customer scenarios.
Excellent communication skills both verbal and written with the ability to communicate with clarity, consistency, and confidence.
Act in a friendly, caring, honest and transparent way at all times.
Recognise that every team member brings a different set of skills and experiences.
Continually demonstrates high standards of conduct and performance, integrity and confidentiality.
Ability to adapt and meet the changing demands of the work environment, any delays or other unexpected demands.
Highly organised with the ability to work under pressure and prioritise multiple demands whilst maintaining quality and accuracy.
Problem-solving and analysis.
Excellent computer skills with the ability to learn online new systems and processes.
Maintain a reasonable technical understanding of all products and services offered by the Company.