Customer Service Co-ordinator - Birmingham, United Kingdom - The Fuel Store Ltd

Description

Customer Service Co-ordinator
Our Company*We are driven by something bigger. Yes, we sell fuel cards. But that is what we do, why we do it is so much more. The work we do at The Fuel Store directly contributes to the success of the UK economy. We are supplying the life blood that fuels our nation's highways and keeps Britain's fleets moving forward.

That's why being a Fueller means so much more than just coming to work for a pay cheque. We are all part of something bigger than our individual roles.
Individually we are passionate and collectively we are powerful.

We challenge the convention to be better everyday. That is the Fueller way.

Everyone who joins The Fuel Store plays a significant part in our growth and will enter a culture of collective responsibility, all working towards achieving industry recognition as the best fuel card & fleet services provider in the UK.

Our business turned 7 years old in January 2023, in that time we have focused our determination and passion on our desire for a better experience for customers and in doing so have become one of the fastest growing fuel card re-sellers in the UK.

Our next milestone is to become a market leader. We need skilled and ambitious individuals to help us achieve this.

Job Purpose*We are obsessed with customer service at The Fuel Store. Customer focused behaviour sits centrally to our operating model and our Customer Support & Service Co-ordinators.

The role of a Customer Support & Service Co-ordinator is about making sure our customers have everything they need to keep their fleets on the road.

Of course, this is a customer service role, so providing ongoing support in a timely manner is the overriding success metric.

Like all customer service roles, this position comes with KPIs and delivery SLAs so there is going to be pressures to deliver resolutions to each query raised.

Because of this, organisation and determination are key. But we believe we provide a supportive and friendly environment in which we help our people to succeed.

You will be the face of the business, responsible for clarifying the customer's query, determining the cause of the problem, and then selecting and explaining the best solution to solve their query.

You will then do all you can to expedite the resolution needed and carry out the necessary follow up activity to ensure a successful outcome.

You will be responsible for driving a culture of customer care and satisfaction so it is important to be a resilient and positive individual, comfortable operating within a fast paced environment.

environment.

Key Responsibilities*Resolve problems by clarifying the customer's query;determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution

Investigate customer's fuel transaction queries and provide the correct information

Provide support for our Prepay card product and Card Security systems

Provide support to our Account Managers,Sales, and Finance Department.

Create bespoke Station Mapping reports for customers

Place new orders for fuel cards

Package all fuel cards received ready for postage in line with SLA

Generate customer usage reports

• Ensure all systems and CRM are used correctly and kept up to date.
• Actively contribute to a positive working environment, demonstrating the company core values and behaviours

Contribute and commit to a personal development plan that addresses all training and development needs as well as future career aspirations

Contribute to bottom lines sales by increasing customer satisfaction

Requirements*
Personal Specification
This is a demanding role and requires real determination and a commitment to overcoming day to day challenges. We recognise this and do all we can to support our people to succeed.

Some of the key characteristics that make a successful Customer Support & Service Co-ordinator include:

A resilient and enquiring mind with the ability to understand the impact of your work within the wider commercial environment

Ability to build rapport and relationships.

• Excellent communication skills, both verbal and written, which allow you to inform, help and advice customers clearly.
• Excellent listening skills, to understand exactly what customers require.
• Experience of problem solving, ascertain the most appropriate resolution to each customer's query.

Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations

• An ability to work well under pressure
• Dynamic and versatile.
• Strong organisational skills
• Accuracy and attention to detail.
• Competent to use of various systems (CRM, finance systems, partner Systems)

Benefits*The Fuel Store is a great place to work, we believe in fostering a culture that values our people/family and inspires each of us to be the best we can be.

If you want to join a company that is packed with great energy, fun and a pla