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Customer Service Specialist at Engineius

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  • Birmingham
  • fulltime
  • -

  • About Engineius

    Engineius’ goal is simple: to make vehicle movement easy. We are on our way to creating the leading end-to-end movement solution in the UK for our customers (such as Hertz, Hitachi, AA Driving School, Arval, and more), delivered by our network of 500+ drivers and transport agents across the UK. 

    We went live less than three years ago (April 2018). Since then, we have acquired over 80 clients, many of which can claim to be some of the biggest players in the UK automotive industry. We are one of the largest operators in the UK vehicle movement already, but there is still more to do! We currently move tens of thousands of vehicles each year. Our vision is to move millions.  

    About the position

    We are looking for a highly motivated Customer Service Specialist to join our Customer Service team in Birmingham.

    You will be part of a small, growing and highly motivated team with daily responsibility for all areas of our operation, focusing on making the best use of our national network of drivers and transporter agents.

    Although you’ll spend a lot of time on the phone, this is not a ‘call centre’ type role: it is more varied, and also more demanding. You will be responsible for ensuring that hundreds of vehicle movements per day are fulfilled on time and in full. You will be deploying jobs to drivers using our technology and your route-planning skills to help your decision-making. You will be spotting any problems ahead of time and proactively keeping our customers happy. Alongside that, you will be constantly developing relationships with both our drivers and our customers by being their first port of call and helping them.

    Key responsibilities

    • Ensuring that all our vehicle movements arrive on-time by:

      • Using our technology to identify possible problems before they materialise;

      • Calling our drivers and agents to offer them solutions, or to persuade them into changing their course of action;

    • Deploying jobs to our national supplier network using our technology platform, as well as your own personal route-planning knowledge and experience.

    • Developing positive relationships with our customers by:

      • Calling them proactively before any issue becomes a real problem;

      • Making sure that their requests are actioned quickly and accurately.

    • Answering phone and email queries from drivers and customers promptly, and solving their problems simultaneously.

    • Identifying ways that processes and customer service can be improved, and being part of the team that develops and installs those solutions.

    What characteristics are we looking for?

    • A genuine desire to take responsibility, rather than wanting to stay ‘under the radar’, and a person with ambition to progress quickly in a growing business.

    • Persuasive in communications, with a particular focus on building trust and maintaining relationships via the phone, and the ability to change tone to suit the situation and audience.

    • A fast learner: wanting to take on new challenges, with the understanding that learning from mistakes is crucial.

    • Resilience: both customers and drivers can often be demanding, but they will be thankful once you have solved their problems.

    • Route Planning: knowledge of UK geography, and the UK road and public transport network – or at least a strong desire to develop this knowledge quickly.

    • Ability to maintain strong attention to detail despite working in a fast-paced environment, and to follow complex processes correctly.

    • Positive, enthusiastic, and ‘can-do’ attitude to work.

    • A customer focussed attitude, always thinking from the customer’s point of view.

    We are flexible on prior experience, but it would be beneficial to be able to demonstrate a proven record of:

    • Commitment to customer service delivery;

    • Relationship-building with customers and/or suppliers over the phone;

    • Attention to detail and the ability to follow complex processes;

    • Choosing to step up to take responsibility and accountability.

    What you can expect

    • Full time role with a competitive salary, plus a team bonus.

    • Normal working hours will be 40 hours per week.

    • You will be required to work on a shift pattern basis to cover the operational hours of the business. Engineius will take into account your work-life balance but this shift pattern will include work during the day at weekends on a rota basis.

    • Reporting line into Customer Service Manager.

    • Working location: we are committed to offering a safe and socially distanced office environment (with great views of the city!) on Floor 22, Alpha Tower, Queensway, Birmingham, B1 1TT.

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