Customer Services / Dealer Support Executive

PURPOSE SUMMARY:

To contribute to the delivery of ‘Best in Class’ service by actioning pay out and activate agreements in accordance with company policy rules and service level adherence targets. Responsibility for ensuring that the quality of the associated documentation that accompanies the supplier invoice is sufficient to enable pay out and activation of the agreement. The key to this role is to ensure that agreements are paid out correctly the first time, we must apply rigour and diligence in reviewing (supporting) agreement documentation prior to paying out and activating the agreement. Through day to day actions ensure compliance of all regulatory requirements and industry standards.

PRINCIPAL ACCOUNTABILITIES:

Provide a “right first time” service to the dealers in respect of agreement encoding onto the Proposal Management System (Genus)
Review and validate supporting (dealer) documentation
Send appropriate messages back to dealers, informing them of additional documentation required for pay out and activation
Pay out and activate agreements
Answers inbound dealer and Account Manager enquiry calls in accordance with average speed of answer targets
Ensures Team Leader is aware of potential issues associated with agreement backlog
Alerts Team Leader to those Dealers and or Account Managers that are reluctant to review agreement status using the Genus system
Adhere to formal company regulatory processes and policies
Review SLA adherence and performance reports (in conjunction with Team Leader)
Such other duties as management may from time to time reasonably require.
Own all customer issues through to resolution
Work effectively with colleagues in support functions around the business to maximise customer satisfaction
Monitor own performance to ensure adherence to targets, deadlines and procedures
Constant focus on the needs of the customer with the aim of providing value driven services
PERFORMANCE MEASURES:

Feedback from customers
Existence and review of individual targets
Achievement of departmental objectives
Error rates
Turnaround times
Achievement of departmental objectives
Line manager feedback
Delivery to quality, time, cost objectives
Number of recommendations
Appraisals
Quarterly reviews
Ensure internal KPI’s are met
80% average score on Call Quality Assessment
ABILITY AND SKILLS PROFILE:

Treats customers/dealers with respect
Builds long term relationships with customers/dealers
Ability to work accurately under pressure
Confident in decision making/prioritisation
Takes ownership of work queues
Ability to operate, upon training, e.g. Contract Management System and workflow management
Good communication skills – verbal and written
Good negotiation/objection handling skills
Adherence to Service Centre team schedule
Ability to maintain a satisfactory attendance record
Ability to achieve required performance targets
Ability to identify service improvements and work with the Team Leader to apply authorised service improvements
COMPETENCY/BEHAVIOURAL PROFILE (Person Specification):

Diligent
Customer focused
Good attention to detail
Assertive
Tenacious
Establishes appropriate degree of empathy
Communicates with different audience types to reach mutual goals
Maintains professionalism in all aspects of communication
Self-driven, internally motivated
Puts team and organisations goals above individual goals
Welcomes and participates in change
Able to interact with team members and thrive in a team environment
Able to interact with the Team Leader, accept feedback and change behaviour based on feedback
Able to manage customer/dealer expectations
Demonstrates sense of urgency in terms of meeting service and productivity targets
Adaptive; can adjust to rapidly changing business environment
Independent and able to work with minimal daily supervision
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:

Minimum of A levels or equivalent
Experience in the automotive or consumer finance industry essential
3 years’ experience in a Customer or Dealer Service position preferred
IT SKILLS PROFILE:

Excel and Word to Intermediate level