Job summary
- Main area
- Customer Services
- Grade
- Level 3
- Contract
- Permanent
- Hours
- Full time
- Part time
- Flexible working
- Job ref
- 319-6456664JN
- Employer
- Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust
- Employer type
- NHS
- Site
- Northumbria Healthcare Manufacturing and Innovation Hub
- Town
- Seaton Deleval
- Salary
- £24,336 (Plus Bonus) per annum / pro rata
- Salary period
- Yearly
- Closing
- 24/07/2024 23:59
Employer heading
Customer Service Administrator - Fleet Solutions
Level 3
Do you want to work in one of the best performing NHS organisations in England? Work for an organisation that was voted the best acute and combined acute and community trust in the country, based on the experience of its staff (NHS Staff Survey 2022). Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare and, this is…the Northumbria Way!
What the Northumbria Way means for you:
- Extensive staff health and well-being programme including access to our specialist Wellbeing Hub
- Support and connection through a variety of Staff Network groups
- A range of flexible working opportunities
- Generous annual leave and pension scheme
- Access to lease car and home electronics scheme (qualifying criteria applies)
- Opportunities to improve your professional development through our vast training programmes
- On-site nursery places via salary sacrifice
- Access to savings scheme via salary sacrifice with Northumberland Community Bank
We are proud to be one of the country’s top performing NHS trusts – rated ‘outstanding’ overall by the Care Quality Commission (CQC). We provide a range of health and care services to support more than 500,000 people living in Northumberland and North Tyneside across the largest geographical area of any NHS Trust in England. Our teams deliver care from hospitals, a range of community venues and people’s homes. Our hospitals include a specialist emergency care hospital (the first of its kind in England), three general hospitals and community hospitals. In the community we deliver a wide range of community and public health services.
We lead in innovation and quality, having opened the Northumbria Healthcare Manufacturing and Innovation Hub during the Covid-19 pandemic and have recently launched our Community Promise – a pledge to make a real impact not just in healthcare but on the wider factors that affect people’s lives, such as education, employment and the economy.
If Northumbria Healthcare sounds like somewhere you could belong we would love to hear from you. Visit our website to catch up on our latest news.
Job overview
An exciting opportunity has arisen to join the fast paced Fleet Solutions team who manage salary sacrifice schemes.
The successful candidate will be required to work in a fast-paced environment and mainly deal with customer queries via email and on the telephone.
Candidates with previous call centre experience desirable but not essential, as long as the candidate is willing to learn on the job. Full training will be provided.
Full time and part time applicants welcome.
Main duties of the job
The main duties of the job include;
1. Deal with a wide variety of queries from; employees, leasing companies, dealers, pool car providers/users, insurance brokers and managers/budget holders. Customer queries are mainly handled via telephone and email.
2. Develop and maintain relationships with key industry personnel, e.g. Vehicle Manufacturers, NHS approved leasing companies, client Trust liaison officers, insurance company staff, Home Electronic Scheme suppliers, government officials and other key external contacts.
3. Work efficiently and enthusiastically as part of a faced paced team and ensure team targets are met.
4. Understand and explain the varying complexities of salary sacrifice and how these relate to car lease and home electronic schemes.
5. Deal with customer queries relating to Home Electronics products and linking in with a third party supplier.
Working for our organisation
We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.
Detailed job description and main responsibilities
- Develop and maintain relationships with key industry personnel, e.g. Vehicle Manufacturers, NHS approved leasing companies, client Trust liaison officers, insurance company staff, Home Electronic Scheme suppliers, government officials and other key external contacts.
- Handle all problems/issues relating to the provision of lease cars and the subsequent delivery, on-going maintenance, insurance and payment of, said vehicles. This process involves complex queries and negotiation is often necessary, as is a sensitive approach.
- Deal with a wide variety of queries from; employees, leasing companies, dealers, pool car providers/users, insurance brokers and managers/budget holders.
- Required to provide contentious information e.g. the challenging of and/or withdrawal of Trust employees’ entitlement to a lease car or advising drivers are liable to pay for damage to cars. This information must be relayed in a professional and non-confrontational manner.
- The post holder is required to explain financial aspects of both schemes. This includes; how costs to drivers vary with different vehicle types, mileages and the effect that benefit in kind has on user’s tax codes.
- Describe and explain technical specifications of different manufacturers and models of car.
- Understand and explain the varying complexities of salary sacrifice and how these relate to car lease and home electronic schemes.
- Manage the delivery of vehicles with lease companies/dealers, which often includes the rescheduling of vehicle delivery dates, often at very short notice and with inconvenience and cost to suppliers.
- Manage the process of Home Electronics from enquiry to order to delivery to end of lease, with customers and their employees.
- Ensure vehicles are ordered at the most advantageous price from the panel of suppliers to gain best value for the trust and its customers.
- Evaluate quotations for repairs of vehicles, assess if quote is reasonable and if so approve.
- Responsible for converting quotations into placed business.
- Identify and react to potential customer enquiries ensuring a very high level of accuracy.
- Work efficiently and enthusiastically towards the team targets.
- Identify and highlight potential sales opportunities eg targeted vehicles.
- Handle potential customers who have; registered on the system but not progressed to the quotation stage, obtained quotes but not ordered and accepted quotes but not returned complete paperwork.
- Engage with customers on the ‘live chat’ area of the website (when developed).
- Responsible for answering routine customer queries prior to point of order ensuring the highest possible conversion rates are achieved.
- Handle routine queries from drivers over the sales element of the scheme.
Person specification
Qualifications
Essential criteria
- Academically educated to A level/NVQ level 3 standard or relevant experience in a customer service environment or business administration.
Experience
Essential criteria
- Knowledge and expertise gained through experience of working within the financial and/or transport/motor industry/staff benefit fields or a customer service related industry
- Proficient in the use of Microsoft Office Packages
Desirable criteria
- Call centre experience
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Ruth Shewan
- Job title
- Commercial Team Manager
- Email address
- [email protected]
- Telephone number
- 03448118228
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