EXPERIENCE YOU’LL GAIN:

• A broad picture of the workings of the department.
• A wide range of Customer Service, Operational, and Administrative skills.

ESSENTIAL SKILLS

• Resilient and resourceful with good organisational skills and the ability to communicate effectively at all levels
• Strong customer focus, first time resolution
• Effective complaint handling
• Organised to manage own workload
• Problem solving, solutions focused
• Self-motivated with enthusiasm to succeed
• Excellent call & email quality
• Attention to detail

PURPOSE OF ROLE

This is a widely varied role, providing support across all KINTO Operational departments when required due to Holiday, Sickness and general workload.
Premier – To ensure all vehicles service, maintenance and repair is booked to the manufacture service schedule, to the client requirement and within our preferred network.
Downtime – To pro-actively monitor and manage all vehicles off road (VOR) as well as having close regular dialogue with garages so that each vehicle is repaired and reunited with its driver as quickly as possible.
Incident Management – To assist customers who have reported damage to their vehicles (FNOL), whether that be from a major incident such as a Road Traffic Incident, or minor damage such as car park scrapes.
Fleet Admin – Dealing with all aspects of admin relating to our Units in Operation
Remarketing - To perform Remarketing administration processing responsibilities in a timely and
accurate manner.

KEY RESPONSIBILITIES

Premier Team: -

• Provide a point of contact for a range of customer queries via telephone and email
• Making electronic bookings for vehicles’ service, maintenance and repair work.
• Liaise with internal departments and external partners to resolve customer queries in an effective and efficient manner.

Downtime: -

• Provide a point of contact for a range of customer queries via telephone and email
• Pro-actively monitor and manage Downtime on KINTO Fleet vehicles during service, maintenance and repair work.
• Liaise with internal departments and external partners to resolve customer queries in an effective and efficient manner

Incident Management: -

• You will be speaking to customers on the phone, as well as dealing with repair centres, body shops, and mobile repairers. You will also work with our third-party accident management supplier to provide a seamless service for our customer.
• You will also need to be able to take down high volumes of information quickly and accurately and manage your time effectively to chase repairs and complete tasks between calls.

Fleet Admin: -

• Processing of all types of fines, Congestion Charges, Ultra Low Emission Zones (ULEZ) charges and Clean Air Zone (CAZ) charges
• V5 Management, including Cherished Plates
• Relicensing of vehicles on fleet
• Motor Insurance Database (MID) Management
• MOT & Service reminder Management, Recall Management

Remarketing: -

• Requesting and Managing End of Contract (EOC) Inspect & Collection (I&C) Requests
• Weekly Stock Reconciliation ensuring all assets are accounted for
• Publishing of vehicles for sale
• Assist in the Customer Monthly Reports ensuring monies are paid
• Assist in the production of end of contract charges ensuring accuracy & revenue
• Produce Driver Sales quotations and manage subsequent enquiries
• Assist in the accurate and timely production of Remarketing reports and forecasts

General: -

• The ability to cover all roles and support the team, ensuring we meet department targets and objectives.
• Effective liaison with internal and external stakeholders & customers, delivering a service with Care, Warmth and Pride

HOW YOU COULD STRETCH THIS ROLE:

• Learning tasks above and beyond the basic role within the department to support more advanced areas.
• Proactively monitoring areas that need support
• Gaining further knowledge of our business and of the fleet industry in order to improve our service and processes
• Using TPS Kaizen methodology to improve our processes
  In the future, this role will provide a great knowledge base to become a subject matter expert across our department.