Dealer Support - Customer Services, Large Corporate, Account Manager

PURPOSE SUMMARY:

To contribute to the delivery of Best in Class' service by actioning pay out and activate agreements in accordance with policy rules and service level adherence targets. Responsibility for ensuring that the quality of the associated documentation that accompanies the supplier invoice is sufficient to enable pay out and activation of the agreement. The key to this role is to ensure that agreements are paid out correctly the first time, we must apply rigour and diligence in reviewing (supporting) agreement documentation prior to paying out and activating the agreement. Through day to day actions ensure compliance of all regulatory requirements and industry standards. To enhance the brand through continued commitment to the organisation's vision and values.

PRINCIPAL ACCOUNTABILITIES:

- Provide a right first time service to the dealers in respect of agreement encoding onto the Proposal Management System (Genus)
- Review and validate supporting (dealer) documentation
- Send appropriate messages back to dealers, informing them of additional documentation required for pay out and activation
- Pay out and activate agreements
- Answers inbound dealer and Account Manager enquiry calls in accordance with average speed of answer targets
- Ensures Team Leader is aware of potential issues associated with agreement backlog
- Alerts Team Leader to those Dealers and or Account Managers that are reluctant to review agreement status using the Genus system
- Adhere to formal regulatory processes and policies
- Review SLA adherence and performance reports (in conjunction with Team Leader)
- Such other duties as management may from time to time reasonably require.
- Own all customer issues through to resolution
- Work effectively with colleagues in support functions around the business to maximise customer satisfaction
- Monitor own performance to ensure adherence to targets, deadlines and procedures
- Participate in department/business projects to generate innovative ideas that add value
- Continually develop own knowledge and skills to ensure achievement of personal, team and departmental objectives
- Constant focus on the needs of the customer with the aim of providing value driven services

PERFORMANCE MEASURES:

- Feedback from customers
- Existence and review of individual targets
- Achievement of departmental objectives
- Error rates
- Turnaround times
- Achievement of departmental objectives
- Line manager feedback
- Delivery to quality, time, cost objectives
- Number of recommendations
- Appraisals
- Quarterly reviews
- Ensure internal KPI's are met
- 80% average score on Call Quality Assessment

ABILITY AND SKILLS PROFILE:

- Treats customers/dealers with respect
- Builds long term relationships with customers/dealers
- Ability to work accurately under pressure
- Confident in decision making/prioritisation
- Takes ownership of work queues
- Ability to operate, upon training, eg Contract Management System and workflow management
- Good communication skills - verbal and written
- Good negotiation/objection handling skills
- Adherence to Service Centre team schedule
- Ability to maintain a satisfactory attendance record
- Ability to achieve required performance targets
- Ability to identify service improvements and work with the Team Leader to apply authorised service improvements

COMPETENCY/BEHAVIOURAL PROFILE (PERSON SPECIFICATION) :

- Diligent
- Customer focused
- Good attention to detail
- Assertive
- Tenacious
- Establishes appropriate degree of empathy
- Communicates with different audience types to reach mutual goals
- Maintains professionalism in all aspects of communication
- Self-driven, internally motivated
- Puts team and organisations goals above individual goals
- Welcomes and participates in change
- Able to interact with team members and thrive in a team environment
- Able to interact with the Team Leader, accept feedback and change behaviour based on feedback
- Able to manage customer/dealer expectations
- Demonstrates sense of urgency in terms of meeting service and productivity targets
- Adaptive; can adjust to rapidly changing business environment
- Independent and able to work with minimal daily supervision

KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:

- Minimum of A levels or equivalent
- Experience in the automotive or consumer finance industry preferred
- 3 years' experience in a Customer or Dealer Service position preferred

IT SKILLS PROFILE:

- Excel and Word to Intermediate level
- Workflow management