Customer Service Adminitrator

Job description

DEPARTMENT - ELS VO CUSTOMER SERVICE
LOCATION - BASINGSTOKE
CONTRACT TYPE - PERMANENT

BACKGROUND
BNP Paribas Leasing Solutions helps companies to expand their business capabilities by offering tailored leasing and finance solutions. Our expert teams partner with equipment vendors that are looking to grow their sales, and businesses that require outsourcing services for assets within a number of key markets. We're a European leader in leasing, backed by the stability of the BNP Paribas group.

WHAT AM I ACCOUNTABLE FOR?
Providing an accurate and professional Customer Service through both telephone and administrative based activity and supporting the Customer Service team in meeting common objectives.

MY KEY ACTIVITIES
· Consistently strive to hit service level agreements within the team by ensuring enough cover in the department at all times and daily workload is organised and prioritised so backlogs are kept to a minimum including assisting the Customer Service Administrators (Processing)
· Ensuring Customer Service is a priority at all times by responding to all customer correspondence (either telephone or other means) in a timely, friendly and efficient manner, incorporating Treating Customers Fairly (TCF) and ensuring all notes are logged utilising the main frame and ancillary systems plus software packages
· Assisting the Customer Care representative for the complaints process, dealing with complaints in line with published time lines and safe guarding our profitability at all times and in line with FCA and TCF
· Liaising with Sales Managers and other internal departments to ensure that the customer is presented with a consistent response
· Providing general administrative support for the data held on the mainframe system, log and distribute Customer Service e-mails, faxes and post and ensuring Experian reports are actioned daily
· Ensuring that all original documentation is correct and carepacks for new agreements are sent in an accurate and timely manner, and to ensure carepack spreadsheet is kept up to date.

MY EXTERNAL CUSTOMERS
Vendors
Customers
External Service Providers
Solicitors
Insurance Companies
Accountants
Brokers and Banks

MY INTERNAL CUSTOMERS
All departments

MY EXPERIENCE
I need excellent communication, organisation and time management skills, be resourceful and have the ability to use initiative. I must have strong attention to detail, be enthusiastic and have a willing approach. I need strong IT and keyboard skills with the ability to maintain the highest standards under pressure.

MY ENVIRONMENT
Working in a busy, open plan office.
Normal working hours are 8.45 to 17.15 Monday – Friday; however we operate on a shift system from 8.00 to 18.00 each day. Additional hours will be required on an ad-hoc basis.
Dress code is business formal Monday-Thursday, business casual on a Friday.

MY ADDITIONAL RESPONSIBILITIES
· Any other ad-hoc duties as required by my Line Manager
· Responsible for adhering to policies, procedures, guidelines and the internal control framework established to guide the operation of their function in addition to regulatory compliance requirements.

WHAT CAN I EXPECT
On joining the company I will attend a Company Induction which will introduce me to the different areas of the business and what they do.

Have regular performance reviews with my line manager; this will include a mid-term and end of probationary review and regular one to one catch ups.

I will be expected to complete annual online Compliance training modules via My Development, our online training platform and will continue to receive on the job training throughout my career.