Customer Service Administrator - Fleet Solutions

at  Northumbria Healthcare NHCT Northumbria Healthcare NHS Foundation Trust

An exciting opportunity has arisen to join the fast paced Fleet Solutions team who manage salary sacrifice schemes.
The successful candidate will be required to work in a fast-paced environment and mainly deal with customer queries via email and on the telephone.
Candidates with previous call centre experience desirable but not essential, as long as the candidate is willing to learn on the job. Full training will be provided.
This is an exciting opportunity to join a commercially focused department within Northumbria Healthcare NHS Foundation Trust.
Being part of the Fleet Solutions team means that you are part of the Northumbria Family. The main duties of the role focus around administrative tasks relating to the management of salary sacrifice schemes.
The successful candidate will be required to field incoming calls, manage employee queries via email and also carry out administrative tasks necessary to the schemes that we operate. Full on the job training is provided.
We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.
Develop and maintain relationships with key industry personnel, e.g. Vehicle Manufacturers, NHS approved leasing companies, client Trust liaison officers, insurance company staff, Home Electronic Scheme suppliers, government officials and other key external contacts.
Handle all problems/issues relating to the provision of lease cars and the subsequent delivery, on-going maintenance, insurance and payment of, said vehicles. This process involves complex queries and negotiation is often necessary, as is a sensitive approach.
Deal with a wide variety of queries from; employees, leasing companies, dealers, pool car providers/users, insurance brokers and managers/budget holders.
Required to provide contentious information e.g. the challenging of and/or withdrawal of Trust employees’ entitlement to a lease car or advising drivers are liable to pay for damage to cars. This information must be relayed in a professional and non-confrontational manner .
The post holder is required to explain financial aspects of both schemes. This includes; how costs to drivers vary with different vehicle types, mileages and the effect that benefit in kind has on user’s tax codes.
Describe and explain technical specifications of different manufacturers and models of car.
Understand and explain the varying complexities of salary sacrifice and how these relate to car lease and home electronic schemes.
Manage the delivery of vehicles with lease companies/dealers, which often includes the rescheduling of vehicle delivery dates, often at very short notice and with inconvenience and cost to suppliers.
Manage the process of Home Electronics from enquiry to order to delivery to end of lease, with customers and their employees.
Ensure vehicles are ordered at the most advantageous price from the panel of suppliers to gain best value for the trust and its customers.
Evaluate quotations for repairs of vehicles, assess if quote is reasonable and if so approve.
Responsible for converting quotations into placed business.
Identify and react to potential customer enquiries ensuring a very high level of accuracy.
Work efficiently and enthusiastically towards the team targets.
Identify and highlight potential sales opportunities eg targeted vehicles.
Handle potential customers who have; registered on the system but not progressed to the quotation stage, obtained quotes but not ordered and accepted quotes but not returned complete paperwork.
Engage with customers on the ‘live chat’ area of the website (when developed).
Responsible for answering routine customer queries prior to point of order ensuring the highest possible conversion rates are achieved.
Handle routine queries from drivers over the sales element of the scheme

Please refer the Job description for details