ABOUT FLEETCHECK

At FleetCheck we believe that everyone has the right to be safe on the roads and we are all about making a difference to road safety.
Our business is all about serving others, focused on a common good and we get there through consideration and respect for each other. Our customers trust us to deliver excellence. They trust us because they experience outstanding software provided by people who are dependable and prepared to go that extra mile.
This is a growing business, and we need people who are open to new opportunities and experiences, ready to learn new things and help drive the business forward. The enthusiasm, honesty, and openness here is infectious and it helps us hit problems head on and be determined to find the best solutions.

GENERAL OVERVIEW

We are looking for an enthusiastic Client Service Executive to work alongside the existing services team. The role will be focused on supporting clients with inbound enquiries and also working alongside your own client accounts to maximise their system knowledge and usage.
A successful candidate must have both excellent attention to detail and organisational skills, to provide our clients with a solution in a professional and timely manner.

EXPERIENCE

• 2+ years of previous customer services experience – required.
• A good knowledge of Microsoft Office including Excel - required.
• Demonstratable experience of working with software and technical systems - desirable.
• Experience of account management - desirable
• Some knowledge of fleet administration or similar area of work – is desirable but not essential.

SKILLS

• Fluent written and spoken English.
• Ability to learn and understand various software programs.
• Confident, flexible, adaptable with a mindset for professional growth.
• Positive and approachable with excellent communication and listening skills.

GENERAL ACCOUNTABILITIES:

• Act in a courteous, professional, and ethical manner in all interactions with clients, suppliers, and colleagues.
• Advise line manager/management team on matters relating to workload and work progress.
• Contribute positively to improvement initiatives.
• Comply with FleetCheck’s values, service levels, policies, and legislative requirements.

RESPONSIBILITIES

• Maintaining excellent client service aligned to the FleetCheck core values.
• Adhere to internal SLAs and processes as set by the Head of Client Experience
• Building relationships of named accounts as the lead account owner.

DUTIES

• Ensuring all client activity is accurately recorded our (HubSpot) CRM at each point of contact.
• Ensuring that call schedules (both pre-defined and arising from CRM contacts) are maintained.
• Managing all accounts assigned appropriately from a customer success point of view and ensure that moments of value are regularly achieved.
• Obtaining Google reviews for your owned clients who have left a high NPS score.
• Carrying out weekly webinar training if clients wish to attend.
• Carrying out overview training for existing and new clients.
• Working consistently to the highest standards to achieve or exceed both KPIs and SLAs in line with department objectives.
• Being flexible, as directed by your line manager, to cover other activities within the team when required.
• Contributing to appropriate ad hoc projects as required, to facilitate the continuous evolution and improvement of FleetCheck’s products.
• Being actively involved in department development and internal training.
• Supporting the Client Services Manager with training new team members, including education on the FleetCheck software.