Job Purpose

To be a key day to day Operational contact for drivers within the Department. To provide a high standard of customer service. The Frontline Specialist position will provide front line support for all driver and client related queries. The successful applicant will be part of the Frontline Team within the Client Services Department. They will look after all day-to-day enquiries and administration, while working closely with their fellow team and department members.

Applicants must be highly motivated, self-starters with excellent communication, computer and administrative skills, who have the ability to work as part of a team. Prior customer service experience is desirable.

At LeasePlan our focus is not only on vehicles, our focus is on the driver. Just as we maintain vehicles we aim to maintain the best possible service and experience for the driver. It was with this in mind that we created the Frontline Team of Specialists available to respond to any administrative query in a timely and efficient manner.

Tasks

• Working as part of a team, efficiently and professionally process and log telephone and OCM case enquiries
• Direct vehicles into LeasePlan preferred supplier network for repairs
• To redirect enquiries received to relevant teams as required
• To undertake any reasonable role related duties which may be required from time to time by line manager
• Achieve team goals and to achieve individual targets as outlined by line manager.
• To help build long term proactive relationships with clients and drivers by:
o Building client trust and confidence
o Continuing to build on LeasePlan’s professional image and maintain LeasePlan’s high standard of customer service
o Increasing customer survey ratings
• To undertake any reasonable role related duties which may be required from time to time by line manager
• Recommending vehicles and arranging test drives
• Processing quotations/ orders for new vehicles
• Processing of other driver related tasks (fuel cards, tax discs etc)
• Complaints handling
• Managing fluctuating workloads
• General administration
• Adhoc projects: To work with your Managers or colleagues to assist in any adhoc requests you are asked to do

Knowledge, Skills & Experience

• Pragmatic decision-maker with a good knowledge of the motor industry
• Good telephone communicator with both suppliers and customers
• High achievement & drive with a proven ability to deliver results
• Team player 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.
• 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 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

To provide a high standard of customer service support and fleet management consultation to a number of clients. This will include providing front line support, including dealing with clients and drivers, prospect visits, presentations and attending meetings. They will play an important role within the team and provide support to their colleagues and the Client Services Manager to ensure team goals are achieved. They will report to the Client Services Manager.

Applicants must be highly motivated, self-starters with excellent communication, computer and administrative skills, who have the ability to work as part of a team. Prior customer service experience and motor/fleet industry experience are essential.

Tasks & ResponsibilitiesTasks & Responsibilities
• To build long term proactive relationships with Customers by:
• Building Customer trust and confidence
• Increasing Customer survey ratings
• Maximising profit opportunities
• Upselling additional services, e.g. fuel, insurance
• Improving renewal rates and where potential grow fleets
• Regular client meetings and ensuring proper follow up from these meetings, including detailed minutes and swift follow up of action points
• Continuing to build on LeasePlan’s professional image and maintain LeasePlan’s high standard of customer service

To ensure the highest level of customer service in relation to:
• Proactive advice and consultation given to customers and or drivers
• Client Retention
• Making car policy & cost saving recommendations to customers• Making car policy & cost saving recommendations to customers
• Quotations being supplied with maximum accuracy and efficiency
• Orders and enquiries managed efficiently
• Management of customer reporting by utilising LeasePlan’s standard/harmonised reports and templates
• Professional response to customer queries
• Processing a number of administration tasks and other driver related tasks
• Managing fluctuating workloads
• Assisting with new business implementations
• Dealing with LP Group requests
• Working closely with the Finance Department with regard to credit approvals, invoice queries and debtor management
• Identifying growth opportunities with existing clients
• To ensure processes and procedures are adhered to as outlined in training or any subsequent communications

Contributing to the success of the Account Management Team and LeasePlan by:
• Maintaining a positive approach and attitude to all aspects of work
• Working as part of a team, i.e sharing best practices and providing support to colleagues
• Working closely with colleagues within team and across the business towards achieving objectives
• Ensuring that all individual and team targets are achieved
• Attending, contributing to and actioning issues at team and dept meetings
• Buy in to and contribute to any dept or change projects

Knowledge, Skills & ExperienceKnowledge, Skills & Experience
• Motor/Fleet industry experience essential
• High level of attention to detail
• Creative thinker with ability to identify and implement improvements
• Computer literate with an excellent knowledge of Microsoft Word, Excel & Powerpoint• Computer literate with an excellent knowledge of Microsoft Word, Excel & Powerpoint
• The ability to see issues through to completion and work to deadlines
• The ability to think, act and make decisions under pressure
• Clear organisation and prioritisation of your daily tasks, while also ensuring team work is also completed
• Appropriate follow-up on client deliverables
• To ensure appropriate time is given and all tasks are completed as requested
• Team player able to work with others both in the dept and across the business achieving shared commitment to solutions goals and plans
• 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 Client Services Department.

To apply please send a cover letter and up to date CV to hr@leaseplan.ie