Customer Support Administrator

About us

Everyone knows Kwik Fit for our tyres, but these days we do a whole lot more. Servicing, fleet services, fast-fit – whatever comes our way, our teams have what it takes to get the job done properly. And whilst half of our MOT and service appointments are booked in advance, either online or over the phone, we are still ready to save the day for customers who need us at the drop of a hat. You could say we’ve learnt to expect the unexpected!

That’s what it’s all about for us – being there for customers in their hour of need and delivering friendly service of the highest quality when they need it most. It’s what makes our centres a valued part of their local communities.

And we’re just as dedicated to our staff. With Kwik Fit you’ll be given every opportunity to develop your skills using state-of-the-art equipment and working with some of the biggest brands out there.

Sounds good, doesn’t it? That’s why we say, ‘you can’t get better’.

The role

To support Kwik Fit in its wider purpose of keeping our customers safe on the road and providing peace of mind motoring.

Reporting to the Team Manager, the Customer Support Administrator will manage all invoice and transaction processes within Kwik Fit Fleet. Using bespoke systems, the Customer Support Administrator will perform various tasks that aid the invoicing and billing process including resolving non-matching invoices for both FAS and 1link accounts.

This role will manage all Fleet Rejections; resolving issues in order to reach the invoicing stage or raise a credit as required and process 3rd party invoices for payment including Rapid Response callouts. This role will also process reimbursements; refunding customers and lease companies for jobs which should have been billed out through FAS.

You are customer focused, positive, detail oriented, and innovative with the ability to adapt your skills and demonstrate your knowledge, to create a one stop shop for our customers. You will also have a high level of positivity, passion and self-drive to achieve and support the delivery of a customer experience that is not just the best, but legendary.

Location

Hybrid Working & Office Location (Duart House)

This is a temporary position to cover maternity leave with the potential to become permanent

Key accountabilities

• Create and control the flow of data and invoices within the Kwik Fit Fleet systems, primarily the FAS and 1Link invoice process. Populating the management and control systems with data, generating and creating invoices and management information.
• Manage 3rd Party Invoicing via the Coupa system to ensure 3rd party invoice matches FAS authorisation.
• Control and maintain invoicing parameters including month end procedures, rate change, credits and manual invoicing, transactional data exports.
• Liaise with customers to resolve queries and update data/invoices as requested.
• Vehicle imports and management – keeping records of all FAS vehicles up to date to ensure that the correct vehicles are covered for tyre replacement.
• Manage all error control and resolutions within the Fleet Systems.
• Process reimbursement requests from both lease companies and customers.
• Manage all pricing calls from Retail Centres and calculate book out prices.
• Respond efficiently to our customers (leasing companies, Retail Centres, Account Managers and internal colleagues) to create a positive experience and striving to achieve a one stop resolution.
• Respond to queries and resolve issues with positive and proactive solutions.
• Report areas for improvement or concern to line management.
• Follow GDPR policy when communicating verbally and in writing with our customers and other departments.
• Attend and contribute to department meetings when required
• Adhere to company values and department principles.
• An ability to adapt to the various functions and tasks within the team
• Build positive relationship of teamwork, trust and excellence as well as a “one team” approach
• Participate in, and prepare for, training and coaching sessions that will drive your performance, improve existing skillsets, and encourage a “can do” approach.
• Commit to and take ownership of self-development through training sessions/programs.

Skills & experience

• A passion for customer service and delivering a first-class service to our customers.
• Demonstrates a positive, proactive, professional and empathetic approach.
• Ability to work well as part of a team and build effective relationships with others.
• Very organised and can priorities tasks accordingly.
• Ability to handle complex queries and challenging customer scenarios.
• Excellent communication skills both verbal and written with the ability to communicate with clarity, consistency, and confidence.
• Act in a friendly, caring, honest and transparent way at all times.
• Recognise that every team member brings a different set of skills and experiences.
• Continually demonstrates high standards of conduct and performance, integrity and confidentiality.
• Ability to adapt and meet the changing demands of the work environment, any delays or other unexpected demands.
• Highly organised with the ability to work under pressure and prioritise multiple demands whilst maintaining quality and accuracy.
• Problem-solving and analysis.
• Excellent computer skills with the ability to learn online new systems and processes.
• Maintain a reasonable technical understanding of all products and services offered by the Company.

Other

• 34 days pro rata annual leave including bank holidays
• Exclusive discounts at major retailers, restaurants, holidays and much more
• Generous staff discounts for you and your family
• Award-winning training and development, with fantastic career prospects
• Wide range of wellbeing support for you and your family

Job Reference: KF24368