Customer Support Executive

Customer Support Executive

Full-Time (40hrs per week)

No Weekends / Early / Late Shifts

Eccles, Greater Manchester

Paying £24,785

Who You Are!

As a customer support executive you are a very important part of our business because you directly impact customer satisfaction and act as an ambassador for our brand. Your role goes beyond simply addressing our customer scheduling ; you are instrumental in fostering positive relationships with customers and ensuring that they receive a seamless service.

The Opportunity

We are looking for a proactive Customer Support Executive to join our innovative telematics business and support us to ensure the smooth and effective running of customer installations. This role will encompass a variety of tasks. You will play a crucial role in contributing to the successful day to day running of the business and ensuring that our customers are receiving an excellent service.

This is a small but friendly team. You will be joining a very supportive manager. You will work on optimising our engineering team's schedules, ensuring that logistics are taken into consideration so that they can maximise on work in set regions daily. Your primary responsibility will be coordinating and organising engineer diaries to ensure efficient fleet installations. We see this role as a vital part of successfully running our day to day operations.

We believe that our team is our greatest asset. We offer not just a job, but a promising career path where individual growth aligns with company progress. Our employees thrive in a culture of continuous learning, innovation, and collaboration. We are investing in talent, and if you bring passion, expertise, and a drive to innovate, we will provide the platforms, tools, and environment to amplify your success.

Our Company

Nationwide Fleet Installations has very recently acquired Avian Fleet, uniting two of the UK’s largest independent installers. We stand at the forefront of the fleet installations and telematics solutions industry in the UK. Our expertise encompasses comprehensive mobile installation and servicing of advanced telematics and diverse vehicle technologies. With over one million on-the-road installations under our belt, we have honed our skills to meet the dynamic needs of fleet operators and vehicle equipment providers.

Customer Support Executive Overview

• Schedule Coordination: Manage and organise engineer diaries, ensuring optimal resource allocation for fleet installations, this will be done via a mixture of inbound/outbound calls and emails.
• Communication: Coordinate with engineers, clients, and internal teams over the phone and through emails to ensure seamless scheduling.
• Problem Solving: Proactively address scheduling conflicts and challenges to minimize disruptions and optimize productivity.
• Documentation: Maintain accurate and up-to-date records of schedules, appointments, and any changes to ensure smooth operations.
• Administering job changes via our systems and ensuring that jobs are closed down in a timely manner and contain any pre-agreed job specific information.
• Updating customer details on internal databases.
• Reporting on a daily and weekly basis to customers and management.
• Multi-tasking and prioritising conflicting deadlines and workloads.
• Maintaining SLA's (Service Level Agreements).
• Ensuring all set processes and procedures are followed and adhered to.
• Dealing with all associated administration.

Hours of work

• Working hours- Monday- Friday- 8:30am to 5:00pm.
• 4.30 pm finish on Fridays.
• ? minute lunch break

Customer Support Executive Benefits

• Birthday off
• Free onsite Parking.
• 28 days holiday (including bank holidays).
• No weekends or bank holidays.
• No early or late shifts!
• Easy transport links (Patricroft train station 2 min walk)
• Fully fitted kitchen / canteen area.
• Workplace pension scheme.
• Refer a friend scheme
• Friday breakfast often provided
• Friday afternoon refreshments

Are you the person for this role / Is this role for you?

Are you?

• Reliable : Able to consistently meet deadlines and deliver accurate work.
• Adaptable: Managing evolving responsibilities.
• A Team Player: A valued member of the team
• Empathetic and Patient: Ability to empathize with customers' concerns and remain patient, especially in challenging situations.
• A Problem-Solver: Adept at identifying and resolving customer issues efficiently. This often involves critical thinking, troubleshooting, and decision-making skills.
• Customer Focused: You prioritize customer satisfaction by ensuring accurate and timely order fulfilment.

Experience we are looking for

• Previous experience in a similar role is essential.
• Excellent verbal and written communication skills are essential. Customer support executives need to effectively communicate with customers via various channels such as phone and email.
• Experienced in collaborating with other members of a support team, to resolve complex issues.
• The ability to adapt to changing situations, customer needs, and company policies is essential in customer support roles.
• Ability to identify issues, troubleshoot problems, and implement solutions quickly and effectively to minimize disruptions

If this opportunity sounds of interest then we would love to hear from you!