To deliver accessible, first class, quality services to all customers by maintaining the highest standard of customer service at all times.
The post holder will provide broad customer service advice and support across the multitude of services throughout the fleet operation. As the first point of contact for many customers, the post holder will act as a conduit offering advice and support to ensure the customers service needs are responded to in the most efficient way. Consequently, an adaptable and professional approach is required whilst exercising assertiveness and initiative in reacting appropriately to a range of enquiries.
A willingness to be 'hands on’ and offer some practical and physical solutions at times is also necessary. For example, operate or clear faults on diesel pumps and the vehicle wash, or show a customer controls on a vehicle.
The post holder will need to be responsive to the Division’s changing workload peaks and may need to vary start and finish times within normal working hours and provide cover for staff holidays leave and sickness.
Ensure that these services are delivered within the Council’s framework of quality standards, performance targets and budgetary controls.
Support the Transport Manager and Workshop Supervisor, as part of the service team, in delivering the corporate vision, values and strategic priorities of the Council.
Work in collaboration with other services, and management to ensure that services are joined up appropriately and are aligned to the achievement of the Council’s aims and objectives.
This Job Description is not a definitive list of tasks - it is designed to give an overall view of the job, and not to indicate what the sole requirements are for you to do the work. It is envisaged that you will be hands on and willing to get involved in helping to develop this service area. To use your own initiative, and develop you own style to achieve the desired aims.
Reasonable adjustment will be made to working arrangements to accommodate a person with a disability who otherwise would be prevented from undertaking the work.
To own, process and resolve individual enquiries, including workshop and inspection bookings, technical and other enquiries, dealing with enquiries from the public, council and commercial businesses. Undertake forward planning and diarising service and inspection programmes whilst identifying and understanding the needs of all the customers.
Advise and assist customers with regards to undertaking vehicle and equipment inspections, maintenance, or repair services, whilst also looking for ways to 'up-sell’ commercial customers into other services. This will often include offering advice and administration support in relation to:
Inspection and servicing programmes,
VOSA and Operator Licence requirements
Co-ordination of external/internal short term hire arrangements
Preparation and administration of inspection and monitoring programmes
Log sheet records, licences and registers
Processing of Road Traffic Accident reports
Vehicle, plant and equipment specifications
Vehicle washing facilities, including issue of appropriate programme cards
Vehicle fuelling facilities including fuel cards
Preparation and processing of orders for other fleet related supplies.
Effective use of multiple fleet management and other ICT systems, searching, creating and maintaining records, files and statistical information, data input and extraction, executing 'end of month’ processes and generating MOT reminders as required. Compile, verify and monitor other financial and statistical records as required by and for Transport Management.
Administrative support and duties including:
Processing and reconciling internal and external invoices, monitoring budget expenditure and offering support and advice to the Transport Manager on areas of concern.
Contributing to finance meetings with financial information and assisting the Transport Manager in the budget setting processes.
Maintain all fleet records for the section and produce performance monitoring information as required by the Transport Management.
To be fully proficient in the range of complex services delivered throughout the department, including negotiating with both internal and external customers, suppliers and other third parties to conclude the enquiry.
An understanding and willingness to operate; inspect and/or instruct customers on the use of machinery and equipment outside of the office environment.
When required, provide assistance in the delivery or collection of vehicles, parts, documentation or stationery from around the Borough.
Support and mentor new recruits and colleagues, including apprentices.
Provide assistance as necessary to other sections of the division, particularly at peak times and when necessary to cover for holiday and sickness absence
Able to deal with a wide range of people on face-to-face basis, via email, or over the telephone in a courteous, professional, helpful and business-like manner.
Able to communicate effectively;
- with others, including persuading and influencing customers and members of the public, - giving clear instructions, advice, information and estimates of time and costs both verbally and in writing.
Able to calculate payments, including VAT elements and reconcile amounts with invoices.
Able to use own initiative within established procedures and guidelines to resolve issues arising from enquiries.
Able to organise and prioritise own workload.
Able to use Microsoft packages including Word, Excel, and Access.
Able to use word processing package and to accurately input data via keyboard.
Demonstrable experience within a busy and demanding service reception environment.