Our client is the largest privately owned motor group in Europe. From their base southern in Milton Keynes, they supply businesses throughout the country with highly efficient fleet finance and management solutions for their company cars and vans.
Despite the challenging market conditions of recent years, they have maintained an impressive rate of organic growth by providing customers with an irresistible combination of reliability, ingenuity and value for money. The scale of infrastructure and our high calibre systems provide them with an enviable platform for growth, but it is their people that have delivered the goods.
Customer focus is a much-used cliché that is so rarely delivered, but the culture of the business really does encourage enthusiasm, initiative and a genuine desire to deliver the extra mile in customer service.
The ability to stand out from the crowd in this way is seen as fundamental in their plans to expand the business to the next level.
Roles & Responsibilities
An exciting opportunity to be a vital part of the division. Responding efficiently to all customer concerns, through confident communication and professionalism to resolve all issues in a timely and efficient manner in line with the company values.
In addition to the above you will assist with the successful implementation of any new customer accounts, meeting timelines and budgetary requirements. Undertaking daily tasks relating to ongoing projects, following established processes and communicating with the internal teams, clients and senior management. Ultimately ensuring each task is completed with all contractual obligations and service expectations adhered to.
Additionally, working with 3rd party supply partners to achieve a comprehensive understanding of their product range and assisting the sales team to successfully implement the desired product/service.
The position of Graduate Customer Liaison Executive is a key role as you are the first respondent to all customer concerns and must uphold the highest of problem solving and customer service standards. In addition, you will be required to support the rest of the sales resources function on an ad hoc and scheduled basis.
Ensure all customer concerns are dealt with in a timely, efficient and courteous manner.
Feedback to management of common concerns
Efficiently record all customer concerns and complaints, ensuring that the in-place system is kept up to date at all times
Escalate concerns where appropriate
Work with the Sales Resource team to collate and prepare data for presentations by the Sales Team and act as a consultant on said data.
Liaise with the Sales Team/Sales Resource Team to identify missing data then liaise with the Sales Team/Client to gather said data and upload to central database.
Follow established processes for updating variable information on a systematic basis complete with robust audit trail and suggest/implement improvements on authority from the Sales resources Manager.
Achieve Key Performance Indicators (KPIs)
Generate management reports for agreed KPIs
Develop and continually enhance the policies, systems and procedures necessary to effectively plan, monitor and record the implementation process and the day to day running of an outsourced account.
Liaise with staff in all departments to ensure that all necessary implementation action requirements are advised in good time together with respective completion time lines.
Liaise with all third-party service providers
Track progress of implementation action requirements and ensure that all time line commitments are met.
Business related degree
Placement year completed in a relevant client focused role – ideally the automotive sector
Level headed, empathetic person who enjoys find solutions to problems and delivering a top-quality service
The desire to undertake continuous professional development
team player with the ability to work independently
Positive, enthusiastic, energetic, flexible with a ‘can do’ attitude
Ability to adapt to changing situations within a fast-paced environment
Strong attention to detail and excellent problem-solving skills
First class interpersonal skills and strong communication skills with stakeholders at all levels
High level of numerical understanding
Able to work with large sets of data unphased
Highly IT literate with relevant Microsoft office experience, particularly Excel, Word and Outlook
Ability/Experiencing using IT systems
Must live within 30miles of Milton Keynes
The company run a Group Pension Scheme
Employee Interest Free Loan
VDU- Eye Care Scheme
Cycle to work Scheme and Panto tickets
HOURS OF WORK: Monday to Friday 9.00 – 17.30 (37.5 hours per week)
HOLIDAY: 30 Days Holiday including all public/bank holidays
Vacancy Availability: Immediate start subject to satisfactory CRB check and references
Interviews: will be face to face in the Milton Keynes office.
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