Key Account Manager

Job Purpose
Manage and maintain relationships with key Client contacts within the Department. To provide a high standard of customer service and fleet management consultation to a number of clients. To ensure clients queries are handled efficiently and meet all our SLA terms. To proactively work on reviewing and detailing the key trends and influencing factors for their fleets, through reporting. This will include providing support, including dealing with clients, attending meetings and providing presentations. To be responsible for all the logistical and planning requirements for the replacement cycle of the fleets. To provide all the specific monthly reporting requirements relating to invoicing, KPI’s, SLA targets and adhoc requests as they arise. To provide excellent service levels to our clients. To highlight, target and change, operational areas where we can be more efficient and cost effective.

Tasks

  • To be the main day to day operational contact for Key Client Personnel

  • To build long term proactive relationships with clients by:

    • Building client trust and confidence
    • Continuing to build on LeasePlan’s professional image and maintain LeasePlan’s high standard of customer service
    • Increasing customer survey ratings
    • Liaising with clients to ensure to identify their needs
  • To plan, prepare and attend monthly operational meetings with clients, ensuring proper follow up from these meetings, including detailed minutes and swift follow up of action points

  • To be responsible for all client reporting in particular the preparation, verification and completion of :

    • Monthly, Quarterly and Annual Client Reports
    • Monthly SLA & KPI Reports
    • Any adhoc reports going forward
  • To ensure the highest level of customer service in relation to:

    • Proactive advice and consultation given to clients and drivers
    • Professional response to clients queries
    • Making car policy and cost saving recommendations to clients
    • Client retention
    • Ensuring all client requirements and processes are communicated to the relevant personnel and department team members
  • Weekly and Monthly analysis reviews on trends, team statistics and processes

  • Escalation point for all complaints and issues from Client. Liaising with client contacts to ensure efficient resolution of all complaints

  • To be responsible for the Process Manual review and proposed updates as required

  • Dealing with the many ad hoc requests and challenging timelines from our Clients

  • Monthly review of CVRT & Road Tax Status to ensure all fleet vehicles are compliant

  • Working closely with the Finance Department with regard to credit approvals, invoice queries and debtor management

  • Ensure day to day compliance with LeasePlan policies and best practices

  • Assistance with technical queries and working on tenders with the team

  • To undertake any reasonable role related duties which may be required from time to time by department manager

  • Achieve team goals and to achieve individual targets

Knowledge, Skills & Experience

  • 3 years Client facing experience at senior level is a pre-requisite for this role
  • Motor/Fleet industry experience essential
  • Excellent communication skills, both written and verbal along with a polite, friendly and diplomatic manner
  • Must have strong attention to detail and display a high level of accuracy
  • Computer literate with an excellent knowledge of Microsoft Word, Excel, PowerPoint & Outlook
  • Good team player – must enjoy being part of, and actively participating in a team environment
  • Good interpersonal skills and have an ability to build rapport with clients and drivers
  • Ability to think and take initiative, identify & implement efficiencies and the confidence to make decisions when required
  • Good time management skills, managing fluctuating workloads & organistation and prioiritisation of daily tasks
  • The ability to see issues through to completion and work to deadlines
  • Appropriate follow-up on client deliverables
  • Customer driven with the ability to deal with and build relationships with individuals at all levels of the business and to be seen as approachable and willing to get involved
  • Adopt a professional approach in all dealing, demonstrate high standards and levels of performance and constantly strive to improve processes and procedures so as to add value to the Department

To Apply
Please send a cover letter and an up to date CV to hr@leaseplan.ie

Driver Support Supervisor

Job Purpose
Reporting to the Driver Support Manager, the Driver Support Supervisor will be responsible for coordinating the day to day operational activities of the Driver Support Specialists in the Frontline & Shared Services team. They will be responsible & accountable for various customer service KPI’s and ensuring that we deliver an outstanding experience with each interaction.

The Driver Support teams are multidisciplinary customer care functions, providing support to LeasePlan’s corporate & SME driver base. They are the “face” of LeasePlan to our driver population. They deal with all driver related queries throughout the life of the vehicle, from quote & order through to vehicle return and all of the maintenance & administration inbetween

The Driver Support Supervisor will also be an active member of the Driver Support teams, working on live caseload alongside the Driver Support & Shared Services Specialists.

The Driver Support Supervisor will act as an escalation route for the Driver Support Specialists. They will offer advice & coaching to the team as appropriate.

The role will also require cross-functional working to develop our internal systems & processes based on feedback gained from the holders operational experiences. Additionally, the holder will assist in the training & implementation of call & email quality standards, case handling best practices & new processes/procedures.

Tasks

Tasks will include:

  • Overseeing the day to day activities of the Driver Support teams
  • Motivate team members to perform to expected KPI’s & SLA’s
  • Offer advice & guidance to team members
  • Ensure drivers & clients are dealt with in a professional, efficient manner in line with the LeasePlan policies & values
  • Ensure telephone calls & email cases are handled appropriately, accurately & in good time
  • Assist the Driver Support Manager with reporting, recruitment, team development & reviews
  • Deal with escalations & complaints as required and in line with LeasePlan policies
  • Provide training & coaching to a team of Driver Support Specialists on operational matters as well as customer service, call & email quality
  • Managing the teams’ work queues to ensure we are responding to queries within agreed KPI’s
  • Regularly report to the Driver Support Manager on team & individual performance, issues, challenges & successes
  • Ensure our data is maintained by our teams in the right way – records are created, updated and removed accordingly.
  • Take part in project work as required

Knowledge, Skills & Experience

Minimum Experience:

  • Motor/Fleet/Transport industry experience essential
  • A minimum of 2 years prior experience in a full time capacity as team leader/supervisor/team manager, preferably from within a contact center/customer care environment, is essential – preference will be given to those candidates who can demonstrate this background within the motor, fleet or transport industries
  • Prior, demonstrable experience of training, coaching & mentoring is essential

Knowledge & Skills:

  • Able to plan & deliver targeted coaching input based on performance against agreed KPI’s
  • Uses own experience & knowledge to influence those around them
  • Pragmatic decision-maker with a good knowledge of the motor industry. Takes responsibility for own knowledge & awareness of industry developments and passes these on to colleagues
  • Good telephone communicator with both suppliers and customers
  • Superior level of attention to detail & written English Language grammar/spelling/structure
  • Self-starter with the drive & proven ability to deliver results against ambitious targets both as an individual and by coordinating the teams’ activities appropriately
  • Team player who actively participates in shared objectives and has an enthusiasm and commitment to work towards team goals
  • Flexibility, willing to carry out variety of tasks/ activities requested and is prepared to work additional hours as may be necessary from time to time as dictated by prevailing workload
  • Excellent communication skills, both written and verbal along with a polite, friendly and diplomatic manner
  • Must have strong attention to detail and display a high level of accuracy
  • Computer literate with an excellent knowledge of Microsoft Word, Excel, PowerPoint & Outlook
  • Experienced working with CRM & database systems, both operationally & also involvement in system/process design & implementation
  • Good interpersonal skills and have an ability to build meaningful professional relationships with team members quickly
  • Ability to think and take initiative, identify & implement efficiencies and the confidence to make decisions when required
  • Good time management skills, managing fluctuating workloads & organisation and prioritisation of team tasks & workloads
  • The ability to see issues through to completion and work to deadlines
  • Appropriate follow-up on client deliverables
  • Customer driven with the ability to deal and build relationships with individuals at all levels of the business and to be seen as approachable and willing to get involved
  • Adopt a professional approach in all dealings, demonstrate high standards and levels of performance and constantly strive to improve processes and procedures so as to add value to the Department

To Apply
Please send a cover letter and an up to date CV to hr@leaseplan.ie