A leader in the credit hire and post-accident assistance industry, is renowned for providing excellent customer service and a supportive work environment. With over 28 years of experience, we are expanding and seeking a resolute Logistics and Customer Relations Controller to join our dynamic team.
Role Overview:
As a Customer Relations Controller, you will be responsible for managing our fleet of 800+ vehicles and overseeing customer accounts to ensure efficient service and high-quality care. This role combines logistics coordination with comprehensive customer account management, playing a crucial role in our operations and service excellence.
Key Responsibilities:
- Manage a portfolio of customer accounts, providing exceptional care and support throughout their claims process.
- Obtain and provide updates from third-party insurers, repair garages, and engineers, ensuring customers are well-informed.
- Resolve issues with investigations and follow protocols to minimize business impact.
- Coordinate with other internal teams to ensure timely supply of replacement vehicles and the collection of clients' damaged vehicles.
- Collaborate daily with satellite hub controllers to optimize fleet usage and driver schedules.
- Manage vehicle movements, including paperwork generation and accurate record-keeping within our systems.
- Address vehicle issues such as damage, faults, servicing, and de-fleet requirements.
- Review documentation and vehicle condition reports to ensure adherence to processes.
Skills & Knowledge:
- Strong knowledge and interest in vehicles with a solid understanding of UK geography.
- Proven ability to deliver outstanding customer service and build effective relationships.
- Exceptional organizational and time management skills with a keen diligence.
- Competence in managing a high volume of calls and handling customer inquiries professionally.
- Ability to work effectively under pressure, prioritize tasks, and maintain a calm demeanour.
- Strong communication skills, both verbal and written, with a positive, 'can do' attitude.
- Experience with customer negotiations and resolving challenging situations.