Client Services Administrator

Client Services Administrator

Winsford (Onsite)

Part time / 24 hours per week

The purpose of the role is to carry out administrative tasks, assist with a range of queries and provide excellent service to our customers and clients alike.

Client Services Administration

Key Responsibilities

• Handling telephone queries received from customers and clients in a polite and professional manner – ensure that the client expectations are met - ie ensuring that DPA is applied oevery call.
• Actioning and responding to all customer and client emails promptly and professionally
• Updating user accounts and managing access to our partner portal
• Adding both manual and automated uplift instructions to the system
• Managing client queries received via the partner portal
• Processing both manual and automated clearance of salvage at the request of our clients
• Dealing with incoming post, including vehicle documentation and keys
• Handling and responding to the issuing body of fines and penalty charge notices
• Assisting our customers with the retention of cherished plates & finance mangament
• Claims handling where required
• Liaising with our site team to coordinate the return of personal belongings
• Assisting our Auction team with issues preventing vehicles being listed for sale
• General office duties including scanning, database updates and filing
• Arranging the collection of customer vehicles and salvage upon request

Other General Responsibilities (applicable to all employees within our business)

• Safety first! Ensure safe keeping of all people and company property, adhere to all Health & Safety procedures and raise any risks to HSEQ Team
• Do everything you can to reduce energy consumption and promote sustainability values
• Respect our workplace environment and the environment around us
• Ensure all data is handled safely to meet GDPR and Data Protection requirements at all times
• Promote our brands, products & services at all opportunities and adopt an “all about the customer” approach
• Behave in line with our company values, behaviours, policies & procedures
• Develop relevant knowledge & skills through personal development & coaching
• Engage in all communication & keep up to date with business change & communication
• Support the company in any other reasonable capacity, willing to work flexibly if business needs
• Support the creation and upkeep of any processes/Standard Operating Procedures (SOP’s)
• Devote all working time to business activity only
• Work together with relevant key stakeholders, liaise with relevant business areas to agree interdependencies, share knowledge, and best practice
• These duties and responsibilities are indicative and not exhaustive. We may make changes from time to time to reflect the changing needs of our business
• We may require you to carry out reasonable alternatives within the character of your post. We expect you to adopt a flexible approach to your role and will consult you about any significant changes
• All employees to have job descriptions in place and reviewed at least annually as part of performance review
• Work in partnership with the People Team and keep HR/people records up to date

Person Specification
Skills & Experience

• Knowledge of popular Microsoft packages
• Able to communicate with customers clearly and effectively
• Professional phone manner

 Knowledge Essential Desirable

• Knowledge of motor vehicles
• Previous experience in the motor industry

Qualifications/Certificates/Education

• Proficient in Maths and English

Personal Qualities

• Able to work off own initiative
• Ability to work as part of a team
• Be able to manage and prioritise workloads
• Positive ‘Can Do’ Attitude
• Reliable and punctual