Service Delivery Role Overview
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, and ensuring all processes are completed to a high level within the required timeframe/SLA.
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.
Objectives for Role:
* To 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.
* Contact with key customers on sale days (including presence on the rostrum if relevant), in order to enhance the customer experience.
* Providing internal expertise on the portfolio of accounts, such as contribution to information for Marketing campaigns as appropriate.
* Liaison with the relevant Enterprise sales representative for each account, to give feedback on administrative processes and ongoing customer experience.
* Responsible for dealing with general customer enquiries in an efficient and timely manner both face to face, via telephone and email.
* Allocating and processing vehicles to relevant sales channel in an efficient and timely manner.
* Ensure all pre-sale activity is completed efficiently and in a timely manner.
* Help and support with the provisional bid process where needed.
* Ensure all post-sale paperwork is completed to customer requirements and in a timely manner.
* Responsible for managing vendor stock regularly.
* Supporting with identifying overage vehicles and recondition opportunities.
* Responsible for ensuring that all documents and AIMS are correct and updated.
* Be the point of contact for our customers and develop and maintain excellent relationships with our vendors.
* To 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 within a customer facing role with the ability to resolve customer queries and complaints.
* Excellent interpersonal and communication skills both verbal and written.
* Able to use your 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.
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.
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