Order and Delivery Coordinator

Client Overview:

Our client is a leading provider of vehicle leasing services across the UK. With exciting commercial backing, they continue to deliver exponential growth year on year and are looking to growth and strengthen their hugely successful and motivated teams. As an award-winning business, they offer a fantastic set of benefits and opportunity for development.

Overall Objective and Scope:

This team is tasked with overseeing the streamlined and proficient handling of orders, starting from the initiation of new orders via client partners and culminating in the successful delivery of vehicles to drivers.

In your role, you will provide exceptional support to drivers by delivering first-class service, drawing upon your personal expertise, education, and enthusiasm for customer service. Your primary focus will be to always prioritise the driver and their overall experience.

Key Duties and responsibilities:

Customer Service

• You are results focused and understand what is required to deliver required service levels and KPIs.
• Responsible for all interactions in the team (inbound/outbound)
• Own all interactions through to completion, chasing responses internally and externally where needed.
• Respond to all interactions articulately and professionally, providing all the information required first time.
• Put yourself in the drivers shoes to see things from their perspective.
• Capable of delivering difficult messages, using each opportunity to explain and educate.
• Uphold continuous improvement by reviewing what you are doing and what could be done better.
• Champion and be empowered in first contact resolution (FCR).
• Take responsibly to find out if you dont know the answer.
• Make calls instead of sending emails in the first instance where possible.
• Manage both internal and external systems, keep information accurate and up to date.
• Flexible to take on bespoke and ad hoc on tasks allocated by Line Manager.
• Co-ordinate multiple team responses to give a holistic response where required.
• Demonstrate an ability to resolve complaints and difficult enquiries with first interaction.
• Assist with training members of the team

Relationship Management

• Build and maintain the strongest, most professional relationships with colleagues and drivers.
• Pride yourself on being respectful to customers and colleagues.
• Be a role model when dealing with drivers.
• Be comfortable with the uncomfortable and stay calm and in control when dealing with difficult situations.
• Thrive being part of team and deliver what is required.
• Ask for and respond positively to all feedback provided.
• Give developmental and constructive feedback to colleagues.

Finance & Legal

• Ensure compliance with GDPR guidelines.
• Always ask security.
• Check the accuracy of your own work before confirming or sending anything.

Business Growth

• Understand the key business metrics and how you impact them.
• Understand the department metrics and how you impact them.
• Direct any opportunities to the relevant specialist teams.
• Believe in the Customer Experience and Journey and work to do the right thing for our drivers.
• Share continual improvement observations and ideas.

Person Specification:

• Excellent verbal and written communication skills.
• Polite and professional telephone manner.

• Proactively looks for how to do the best job.
• Asks questions to gain further context and impact.
• Self-starter with high skill levels of organisation and time management.

• Thrives when working as part of a team.
• Ability to flex and prioritise to meet varied business pressures.
• High accuracy levels and attention to detail.
• Confident in handling conflict.
• Ability to explain how to others.
• Motivated by and understands the importance achieving targets.

Values:

Upholds the companies value for working in a forward-thinking manner, delivering results throughintegrity and the use of respect. Works smart to improve the future business as an individual and through greatteamwork.