Overview
Tracker Network UK Ltd. is the leading provider of Stolen Vehicle Recovery services in the UK, with strong additional capability in fleet and insurance telematics. We have two genuinely unique selling points, the proprietary VHF technology we use and the formal relationship we have with UK policing, which clearly differentiate us from our competitors. As part of the work we do with UK policing, we are helping to tackle organised criminality; in 2023 alone, we have helped them close down over 50 chop shops, whilst supporting multiple investigations.
We are a subsidiary of CalAmp, a pure-play pioneering leader of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace.
We believe that people are our greatest assets, and we are committed to being an employer of choice in our industry. Tracker offers an engaging and diverse work environment that permits our people to take pride in their contributions and share in the company’s success. Our employees can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a team that delivers for each other and our customers.
This is an exciting opportunity for someone who wants to work for a market leading, well-established company with the opportunity to really accelerate our growth.
Responsibilities
Purpose of the Role
To deliver the performance and expected behaviours of a Senior Service Advisor at Tracker, supervising a team of Service Advisors. This includes all aspects of the day to day, and involvement in the improvement of, supporting service partner activities, delivering services from cases, inbound and outbound calls, in line with business targets. This is to be achieved through the handling of all types to achieve given targets on a personal and team level. This role should also be undertaken in strict accordance with all governance such as audit processes etc. in order that accurate, high quality customer records are created.
Qualifications
Key Responsibilities
1. Supervising a team of 3 to 4 Service Advisors, ensuring workload is correctly distributed.
2. Production and analysis of several reports.
3. Managing any service-related escalations through different channels, including social media, in line with company policy.
4. Ensuring CRM is being fully utilised.
5. Working closely with the Sales and Service Manager to ensure maximum productivity and efficiency within the department.
6. Handling inbound and outbound calls to assist the team as required, increasing our service by supporting customers and service partner activities.
7. Maximising opportunities and supporting the sales team to help with revenue targets.
8. Participating in the delivery of new products, projects and sales initiatives where relevant.
9. Establishing and maintaining professional relationships with all internal and external customers.
10. Maintaining customer review channel at excellent levels.
11. Keying sales into the Salesforce system, prioritising, controlling and following up as necessary, ensuring a high level of accuracy to maintain data standards at all times.
12. Efficient and productive case management.
13. Presenting all necessary completed H&S material during monthly 121’s throughout the year.
14. Ensuring all telephony and associated DPA work is conducted in strict accordance with the Tracker best telephony practices document.
Primary Experience
1. 3 – 5 years of experience in a similar role.
2. Proven work experience in a customer/sales environment, ideally within a supervisory position.
3. Self-starter with excellent interpersonal communication and problem-solving skills.
4. Strong organisational skills with a “Can-Do” attitude.
5. Being adaptable to change.
6. Proven ability to meet tight deadlines and work under pressure.
7. Good communication skills in English, both written and spoken.
8. Exceptional communication skills (verbal, written and presentation).
9. Ability to work effectively both independently and as part of a team.
10. Competency in Microsoft applications including Word, Excel, and Outlook.
Preferred Experience
Salesforce experience.
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