Location: Colchester
This is a Temporary, Full Time vacancy that will close in 20 days at 23:59 BST.
The Role
The Service Delivery team is a core part of the Auction business, made up of Payments and Vendor support. Both functions are responsible for delivering excellent customer service at all times to both buyers and vendors, ensuring all processes are completed to a high level within the required timeframe/SLA. Ensuring sales are delivered successfully and customer service levels are of high quality.
Scope of Role:
To oversee a portfolio of key branch accounts, providing a point of initial contact and administration support to the accounts as well as the business/branch.
Responsible for ensuring that all administration is completed in a timely and accurate manner for the accounts, in line with business and customer requirements and SLA’s to ensure customer experience is enhanced and maintained.
Objectives for Role:
1. Be the first point of contact for a portfolio of key customers, ensuring that the administration processes on each of the accounts are completed to a high standard and within SLAs.
2. Contact key customers on sale days (including presence on the rostrum if relevant) to enhance the customer experience.
3. Provide internal expertise on the portfolio of accounts, contributing to information for Marketing campaigns as appropriate.
4. Liaise with the relevant Enterprise sales representative for each account to provide feedback on administrative processes and ongoing customer experience, ensuring AMs and ADs have useful information for customer review meetings.
5. Efficiently handle general customer enquiries both face to face, via telephone, and email, ensuring satisfactory outcomes or escalating where necessary.
6. Allocate and process vehicles to the relevant sales channel in an efficient and timely manner.
7. Ensure all pre-sale activity is completed efficiently and in a timely manner, including vehicle booking in checks (Vat, Reserve, Cap, ID, Sale notes), document checks, website, and imagery checks.
8. Assist with the provisional bid process as needed, ensuring that provisionals are logged pre-sale and pursued post-sale.
9. Ensure all post-sale paperwork is completed to customer requirements and in a timely manner, resolving any queries and providing feedback to customers.
10. Regularly manage vendor stock, keeping vendors updated with issue vehicles, chasing for release to sale, and ensuring days to sell are kept to a minimum.
11. Support in identifying overage vehicles and recondition opportunities.
12. Ensure that all documents and AIMS are correct and updated to assist with the smooth running of the auction and accounts.
13. Develop and maintain excellent relationships with our vendors as the point of contact for our customers.
14. Support/operate any ad hoc processes that are required to support the auction process and general duties.
Skills, Knowledge and Experience:
* Experience of working within rigid regulations and procedures.
* Experience in a customer-facing role with the ability to resolve customer queries and complaints to mutual satisfaction.
* Excellent interpersonal and communication skills, both verbal and written.
* Able to use initiative and be flexible, reacting to change quickly and effectively.
* Able to work as part of a team to ensure successful delivery of a sale.
* Strong time management and organisational skills with the ability to work under pressure to tight deadlines, prioritising workload.
STRICTLY NO AGENCIES PLEASE
We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL. We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's.
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