Client Services Team Leader (Internal Only)
About Fleet Alliance
As part of Global Vehicle Group (GVG) – the UK’s largest and most diverse B2B leasing broker – Fleet Alliance is a multi\-award\-winning fleet management and salary sacrifice scheme provider. We manage over 70,000 vehicles with a combined funded value exceeding £2\.5 billion. Our market\-leading Fleet 360 model ensures the best combination of advice, products, competitive pricing, and outstanding service. We utilize our cloud\-based fleet management suite e\-Fleet and our award\-winning smartphone app e\-Fleet Mobile to deliver excellent service to clients. Our dedicated team provides named contacts for account management and award\-winning customer service. We're also really nice people!
The role
We are looking for a Team Leader within Client Services.
Responsible for the day\-to\-day management of the Client Services Team, to ensure that the team performs efficiently and minimises the number of issues that arise.
Reporting to Client Services Team Manager, they will ensure team objectives are met. The overall objective is to ensure that the department displays excellent customer service and is recognised by third parties as having robust processes, which minimise errors.
What will I be doing
Client Services Supervision:
To manage the day\-to\-day workload of the team.
To manage the day\-to\-day escalations within in the team.
Training/coaching of all new customer service staff.
To identify training needs and assist with “on the job” training where appropriate.
To ensure that we are within our SLAs for all areas and suggest process improvements where necessary.
Processes/Operations:
Suggest process changes/system developments to allow better efficiency within the department.
Resolve any escalated issues, to ensure resolution is carried out in a timely and efficient manner.
Escalate any issues to Client Services Team Manager timely to ensure a quick resolution.
To provide required reports to Team Manager.
To work closely with the finance companies to ensure our processes are in line with the standards required.
Assist with monthly billing to Fleet Managed clients.
Assist in the implementation of new Fleet Managed clients.
Additional Responsibility:
To deliver key projects agreed at the start of the year.
Performs other ad hoc duties required by Team Manager
What will I need to succeed
- An interest in People Management and Leading Teams
- Excellent product and internal process knowledge.
- Excellent problem solving skills.
- A good understanding of delivering excellent customer service.
- Attention to detail is essential
- Excellent knowledge and understanding of customer service and the impact on the business.
- Ability to work within deadlines.
- A sound knowledge of Excel, Word and Outlook.
- Excellent written and verbal communication skills and problem solving abilities.
- Excellent organisational skills and the ability to deliver multiple tasks and priorities.
Fleet Alliance is based in SkyPark, Glasgow, a dynamic setting that boasts stunning Glasgow panoramas and our offices have a lively and collaborative work culture.
These aren’t just empty words either, with our business being recognised as a UK Great Place to Work for 13 consecutive years.
Fleet Alliance has flexible working hours and a pattern of 2 days working from home and 3 in the office, which means that you can achieve a better life balance.
We offer an industry\-leading personal benefits package which includes:
- 35 days holidays plus 2 duvet days, a shopping day, a volunteering and your birthday off every year!
- Annual Birthday Voucher, Wellbeing Voucher, VIP Concert Tickets, a fitness tracker and a range of social, charity and wellbeing events
- A wide array of flexible benefits to choose from such as cinema tickets, gym memberships and health benefits
To learn more about Fleet Alliance being a Great place to work visit:
Working at Fleet Alliance Limited \| Great Place To Work® UK
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