Client Services Administrator

JOB DESCRIPTION

Client Services Administrator

Winsford (Onsite)

Part time / 24 hours per week

The purpose of the role is to carry out administrative tasks, assist with a range of queries and provide excellent service to our customers and clients alike.

Client Services Administration

Key Responsibilities

* Handling telephone queries received from customers and clients in a polite and professional manner – ensure that the client expectations are met - ie ensuring that DPA is applied oevery call.
* Actioning and responding to all customer and client emails promptly and professionally
* Updating user accounts and managing access to our partner portal
* Adding both manual and automated uplift instructions to the system
* Managing client queries received via the partner portal
* Processing both manual and automated clearance of salvage at the request of our clients
* Dealing with incoming post, including vehicle documentation and keys
* Handling and responding to the issuing body of fines and penalty charge notices
* Assisting our customers with the retention of cherished plates & finance mangament
* Claims handling where required
* Liaising with our site team to coordinate the return of personal belongings
* Assisting our Auction team with issues preventing vehicles being listed for sale
* General office duties including scanning, database updates and filing
* Arranging the collection of customer vehicles and salvage upon request

Other General Responsibilities (applicable to all employees within our business)

* Safety first! Ensure safe keeping of all people and company property, adhere to all Health & Safety procedures and raise any risks to HSEQ Team
* Do everything you can to reduce energy consumption and promote sustainability values
* Respect our workplace environment and the environment around us
* Ensure all data is handled safely to meet GDPR and Data Protection requirements at all times
* Promote our brands, products & services at all opportunities and adopt an “all about the customer” approach
* Behave in line with our company values, behaviours, policies & procedures
* Develop relevant knowledge & skills through personal development & coaching
* Engage in all communication & keep up to date with business change & communication
* Support the company in any other reasonable capacity, willing to work flexibly if business needs
* Support the creation and upkeep of any processes/Standard Operating Procedures (SOP’s)
* Devote all working time to business activity only
* Work together with relevant key stakeholders, liaise with relevant business areas to agree interdependencies, share knowledge, and best practice
* These duties and responsibilities are indicative and not exhaustive. We may make changes from time to time to reflect the changing needs of our business
* We may require you to carry out reasonable alternatives within the character of your post. We expect you to adopt a flexible approach to your role and will consult you about any significant changes
* All employees to have job descriptions in place and reviewed at least annually as part of performance review
* Work in partnership with the People Team and keep HR/people records up to date

Person Specification
Skills & Experience

* Knowledge of popular Microsoft packages
* Able to communicate with customers clearly and effectively
* Professional phone manner

Knowledge Essential Desirable

* Knowledge of motor vehicles
* Previous experience in the motor industry

Qualifications/Certificates/Education

* Proficient in Maths and English

Personal Qualities

* Able to work off own initiative
* Ability to work as part of a team
* Be able to manage and prioritise workloads
* Positive ‘Can Do’ Attitude
* Reliable and punctual

COMPANY

IAA

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles.

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