Fleet Services Consultant NZ

Role Summary

The Fleet Services Consultant applies comprehensive knowledge of Custom Fleet’s products and services in executing specified activities and requests. They play a key role in ensuring that all client requests via telephone or email are complied with and executed within required time frames. This ensures that all interactions with both internal and external customers are professional and of a consistently high standard to achieve desired results for both Custom Fleet and our customers.

Key Duties & Responsibilities

• Responsible for the management of the Customer Services phone queues for AU / NZ.
• Ensure timely & accurate registration/infringement management for AU / NZ customers (0% unregistered vehicles).
• Liaise daily with the external government departments/suppliers network to drive accurate and timely registration renewals.
• Management of the team’s inboxes to ensure email response rate is within agreed SLA’s.
• Action any customer fleet data detail changes to support contract administration.
• Client inbox management as required.
• Fuel Card Management via inbox and system requests.
• Processing of new fuel cards, replacements and cancellations (Fleet Card & Third-Party Providers).
• Distribution of Fuel cards and E-tags to clients.
• Processing of Video toll & Etag ordering, replacement and cancellation requests.
• Management of daily/weekly reports.
• Ensure that cross-skilling is undertaken every 6-12 months to support the team and wider business as required.
• Completing modification requests in a timely and accurate manner.
• Work closely with third party technology suppliers (future and pre-existing) to promote automation and change.
• Assist the Fleet Services Team Leader in prioritising workloads and achieving the annual revenue target.
• Any other duties as required by the Back Office Operations Manager (i.e. Fleet Services, Activations and/or other teams in Operations).

Employees are required at all times to

• Work in accordance with all Custom Fleet policies and procedures and demonstrate high ethical standards.
• Immediately escalate any potential compliance issues to Team Leader, Legal, PPC or through relevant reporting channels.
• Adhere to the Environment, Health & Safety (EHS) requirements and policies.
• Complete compulsory Custom Fleet online training as required.

Knowledge & Competencies

• Collaborates with others across the organization to provide the best solutions and a seamless and efficient customer experience.
• A clear phone manner.
• Understands audience needs; reads reactions and adjusts appropriately.
• Ensures work is completed accurately and efficiently, with significant attention to detail.
• Manages and prioritises multiple tasks simultaneously in a rapidly changing, fast-paced, environment.
• Effectively allocates time to complete work and uses time effectively.
• Proficiency in various MS Office software applications, including Word, Excel, PowerPoint at an intermediate level.
• Builds and maintains productive working relationships based on mutual trust at all levels in the organization.
• Articulate; conveys information in a clear, confident manner both verbally and written. • Expresses ideas and opinions clearly in properly structured, well-organized and grammatically correct documents. i.e. be clear, open and transparent. • Problem solving skills, personal resilience and the ability to think like a customer. • Ability to analyse and interpret detailed data/results.
• Strong process orientation with the ability to effectively manage multiple process steps and stakeholders.

Education & Experience

• Higher School Certificate/NCEA or equivalent required.
• 2 years plus of customer service/administration experience.
• Prior experience working in a similar role within the fleet industry and/or financial services industry highly regarded.
• Strong processing experience with the ability to work at speed with high accuracy.
• Demonstrated ability to work to required Service Level Agreements.
• Ability to analyse and interpret detailed data / results.
• Proven team-based approach – work as part of a team to achieve results & meet deadlines.

Supervision & Influence

• Individual contributor with no direct reports.
• This position reports to and receives direct guidance from the Team Leader, Fleet Services AU / NZ with indirect guidance from the Director, Fleet Services & Activations.

Contacts

• Daily contact within the Fleet Services Team in AU / NZ.
• Daily contact with our Sales teams and other subject matter experts from the wider business.
• Customers via phone or email requests.

EHS Roles & Responsibilities

Workers’ responsibilities include to

• Take reasonable care of their own health, safety and welfare and that of others.
• Comply with any reasonable instruction, policy or procedure relating to health and safety at the workplace.
• Use any equipment provided for health and safety purposes, e.g. personal protective equipment.
• Promptly report any hazard, incident/injury or 'near miss' to their leader.
• Not intentionally or recklessly interfere with or misuse anything provided at the workplace in the interests of health, safety and welfare.

Disclaimer

This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties, an individual in this position might be asked to perform additional or other duties as reasonably required.

The job description is not official until it is reviewed and approved by People, Performance & Culture.

Prepared by

Clifford Chen, Director, Fleet Services & Activations

Date

Aug 2023

HR Manager Approval

Vicky Nguyen, PPC Partner

Date

Aug 2023