Fleet customer Service Team Manager
Part Time Fixed Term Contract - 28 hours per week until April 2026
Salary and Benefits - starting from £34,047 FTE, two different company car schemes to choose from, 27 days holiday plus bank holidays (pro rata'd) generous pension scheme and so much more
Closing Date: 14th February 2025
About this role
The role of the Fleet Customer Services Team Manager is to lead a team of Sales Support Executives. Responsible for their daily management; 1:1s, PDRs and ongoing personal development, to ensure SLAs are met and first class customer service is delivered.
We want to be the No1 Fleet Leasing Company in the UK and we're looking for a passionate, target driven Team Manager who will lead a team of Sales Support Executives to achieve our ambition.
The role will have responsibility for managing key strategic customers to provide first class customer service. Working alongside our Corporate Sales and Account Management field staff, your team will produce Tenders, Rate Books and vehicle quotations to customers. When business is won, your team will fulfil orders, manage the lifecycle of the customer's contract and end of contract processes, maintaining the relationship with our supplier and manufacturer network.
VWFS|Fleet is multi-marque; selling our own Branded vehicles but also a wide knowledge of all manufacturers is required. The role is vital in the delivery of service excellence to the VWFS|Fleet customer portfolio and contribute to the growth and development of the department.
Responsibilities:
* Manage, motivate and develop their Customer Services team to proactively deliver the best value and service; minimising operational losses and maximising customer satisfaction.
* Generation and adjustment of quotations, preparation of sales proposals and processing of signed orders within strict SLAs with support of with Sales, Asset risk, retailers and Brands; to ensure we win and retain VWFS: Fleet business.
* Negotiation on new vehicle pricing/discounts, acquisition, place and progress orders, invoices in line with customer requirements and supplier contractual conditions.
* Build relationships and lead the management of onboarding prospects, transitioning to live customers.
* Management of all customer Master Lease Agreements and Novation related documentation.
* Handling in life support enquiries, via email or telephone, including all customer dissatisfaction.
* Attend customer meetings and tenders representing the Customer Services function where required; to prevent issues occurring, understand future customer requirements/needs and implement plans to deliver against these needs. Demonstration of quoting systems and Driver Portal may also be required.
Skills and Experience:
* Strong robust communicator, who is customer-focused and can inspire, influence and build sound business relationships at all levels.
* Ability to influence senior manager and the direction of 3rd party suppliers.
* Strong level of negotiation, time management and organisational skills.
* A proactive and flexible approach with the ability to think agile, react appropriately and effectively to changing circumstances and demands.
* High level of Customer service experience; including strong dispute resolution skills and use of initiative to aid departmental productivity
* Ability to identify process, performance and people orientated opportunities in support of providing an excellent customer experience to all customers, drivers and fleet management companies.
* This role will work with strategic accounts to spot business opportunity, manage relationships to identify renewals and upsell value added products.
* A team player with the ability to work under pressure to meet strict deadlines
* Attention to detail with a high degree of accuracy and ability to work under pressure
* A good knowledge of VW Group Brand product. Knowledge of other brands would be advantageous
* Knowledge and understanding of Fleet leasing solutions
* IT literate with the ability to grasp new systems
Benefits include
An excellent remuneration, Company Car, discretionary bonus, pension, healthcare, 2 loan cars for family members and 27 days holiday in addition to statutory bank holidays plus much more!
About Volkswagen Financial Services
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can
Volkswagen Financial Services (VWFS) provides finance and insurance services to customers across the entire Volkswagen Group in the United Kingdom. The Group includes some of the world's most iconic automotive brands, Audi, CUPRA, SEAT, SKODA, Volkswagen, Bentley, Lamborghini, Porsche, Bugatti, Ducati, MAN and Scania.
As part of our hybrid working arrangements, we are giving our colleagues the opportunity to work a minimum of one day in the Milton Keynes office however flexibility is expected, and you can work in the office more if you'd prefer. The hybrid working policy can be applied differently at departmental level as the role requires. We would also expect new colleagues joining us to work from the office for the entirety of their training period until competent in role.