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Job Purpose
To provide a high standard of customer service support and fleet management consultation to a number of clients. This will include providing front line support, including dealing with clients and drivers, prospect visits, presentations and attending meetings. They will play an important role within the team and provide support to their colleagues and there Line Manager to ensure team goals are achieved. Applicants must be highly motivated, self-starters with excellent communication, computer and administrative skills, who have the ability to work as part of a team. Prior customer service experience and motor/fleet industry experience are essential.

Tasks & Responsibilities
To build long term proactive relationships with Customers by:

    Building Customer trust and confidence
    Increasing Customer survey ratings
    Maximising profit opportunities
    Upselling additional services, e.g. fuel, insurance
    Improving renewal rates and where potential grow fleets
    Regular client meetings and ensuring proper follow up from these meetings, including detailed minutes and swift follow up of action points
    Continuing to build on LeasePlan’s professional image and maintain LeasePlan’s high standard of customer service.

To ensure the highest level of customer service in relation to:

    Proactive advice and consultation given to customers and or drivers
    Client Retention
    Making car policy & cost saving recommendations to customers
    Quotations being supplied with maximum accuracy and efficiency
    Orders and enquiries managed efficiently
    Management of customer reporting by utilising LeasePlan’s standard/harmonised reports and templates
    Professional response to customer queries
    Processing a number of administration tasks and other driver related tasks
    Managing fluctuating workloads
    Assisting with new business implementations
    Dealing with LP Group requests
    Working closely with the Finance Department with regard to credit approvals, invoice queries and debtor management
    Identifying growth opportunities with existing clients
    To ensure processes and procedures are adhered to as outlined in training or any subsequent communications

Contributing to the success of the Account Management Team and LeasePlan by:

    Maintaining a positive approach and attitude to all aspects of work
    Working as part of a team, i.e sharing best practices and providing support to colleagues
    Working closely with colleagues within team and across the business towards achieving objectives
    Ensuring that all individual and team targets are achieved
    Attending, contributing to and actioning issues at team and dept meetings
    Buy in to and contribute to any dept or change projects

Knowledge, Skills & Experience

    Motor/Fleet industry experience essential
    High level of attention to detail
    Creative thinker with ability to identify and implement improvements
    Computer literate with an excellent knowledge of Microsoft Word, Excel & Powerpoint
    The ability to see issues through to completion and work to deadlines
    The ability to think, act and make decisions under pressure
    Clear organisation and prioritisation of your daily tasks, while also ensuring team work is also completed
    Appropriate follow-up on client deliverables
    To ensure appropriate time is given and all tasks are completed as requested
    Team player able to work with others both in the dept and across the business achieving shared commitment to solutions goals and plans
    Customer driven with the ability to deal and build relationships with individuals at all levels of the business, and to be seen as approachable and willing to get involved
    Adopt a professional approach in all dealings, demonstrate high standards and levels of performance and constantly strive to improve processes and procedures so as to add value to your department.

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