Customer Support Executive

Who You Are!

We are seeking a Customer Support Executive. You will play a crucial role in optimising our engineering team's schedules. 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.

The Opportunity:

This is an exciting opportunity for someone looking to develop their Customer Support skills in a fast-paced environment. You will be part of our passionate and successful in-house team, who deliver end to end solutions to our wide range of fleet clients, and therefore the role requires you to take ownership and deliver excellent customer service.

This is a friendly team. You will be joining a very supportive manager who possesses a wealth of industry knowledge.

Our Company:

At Avian Fleet we began our journey in 1987 as a small service provider of fleet installations and year on year we have enjoyed rapid growth in the market. With more than 30 years' heritage, we are proud of our exceptional reputation as award-winning specialists in the installation of vehicle safety equipment, telematics and connected technology. We have very recently been acquired by Nationwide Fleet Installations, uniting two of the UK’s largest independent installers.

We work with emergency services fleets, multi-national corporations, major equipment manufacturers and large network providers across the whole of the UK.

Customer Support Overview:

· Schedule Coordination: Manage and organise engineer diaries, ensuring optimal resource allocation for fleet installations, this will be done via a mixture of system uploads, inbound/outbound calls and emails.

· Communication: Coordinate with engineers, clients, our warehouse and internal teams over the phone and through emails to ensure seamless scheduling and stock delivery to site. Appropriate product training will be provided.

· Problem Solving: Proactively address fleet list errors and conflicts to minimise disruptions and optimise productivity.

· Uploading jobs to our systems, ensuring that job specific information is included and changes are updated in a timely manner.

· Updating customer and job 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.

· We aim to deliver the highest levels of customer service at all times and it is important that you look to develop close working relationships with your various points of contact whilst maintaining a close eye on KPI’s.

Is this role for you?

Experience we are looking for:

· Previous experience working in a demanding and professional customer service environment.

· Organisational Skills: Exceptional ability to organise and manage schedules effectively.

· Communication Skills: The role requires a confident telephone manner and strong verbal and written communication skills even when under pressure.

· Adaptability: Ability to handle changing schedules and priorities with ease.

· The ability to multi-task and prioritise conflicting deadlines and workloads.

· Problem Solving: Proactive approach to identify and resolve challenges.

· Team Player: Collaborative mindset to work seamlessly with engineers and other teams.

· The ability to quickly learn, understand and perform a variety of new tasks.

· Good working knowledge of MS Office suite including Outlook, Word & Excel.

· Show attention to detail, following set procedures and processes.

· Must have strong administration skills.

· Previous experience or technical knowledge of the Commercial Fleet and/or telematics industry (Desirable but not essential)

· Previous scheduling experience (Desirable but not essential)

Hours of work:

· Monday- Friday- 8:30am to 5:00pm or 9.00-5.30

Customer Support Benefits:

· Free on-site parking

· 28 days holiday including bank holidays

· Stakeholder pension scheme

· Easy transport links (Hackbridge train station 10 min walk)

· Onsite canteen serving hot food

· Workplace pension scheme

· Shopping Discount Scheme

· No weekends or bank holidays

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