Divisional Servicing Administrator and Team Leader

• Accredited Living Wage Employer

• Pension scheme

• Employee discount

• Discretionary annual bonus, based on company performance

• Company sick pay (after two years)

• Extra holidays (after one year)

Job Role

Team Leader

• Manage the department day to day ensuring all servicing tasks are communicated and allocated properly to staff.

• Ensure staff are fully utilised at all times.

• Ensure the department maintains a high level of customer service.

• Ensure serving processes and standards put in place are adhered to by servicing personnel and admin personnel.

• Ensure departments adhere to servicing policy and keep policy up to date.

• Review and approve HR and payroll related items.

• Carry out staff appraisals.

• Ensure departmental compliance in accordance with the company quality assurance procedures.

• Organise and take part in Saturday service desk rota

Administration

• To oversee the provision of a comprehensive administrative service across all workshops/hire departments and achieve timely, accurate information and high quality output with all branches using the same processes and procedures.

• Manage and maintain the warranty process system, ensuring claims are made and payments received and reconciled.

• Answer the telephone, transfer calls and take messages to ensure a prompt response to queries and requests for information from customers, suppliers or other MIS Ltd staff.

• Deal with routine enquiries from customers, staff and visitors (i.e. by telephone, written correspondence, in person) and provide them with the relevant information or refer more complex, non-standard queries to the appropriate member of staff.

• Undertake basic and in depth data input/retrieval and run straightforward or routine reports to support basic Department and Company information procedures.

• Maintain and update all archive files both manual and computerised so that information is available in an organised fashion.

• Take responsibility for reconciling cash receipts, e.g. reconcile till float.

• To ensure branch service admin staff dispose of confidential waste in accordance with Company procedure to ensure that data protection is upheld at all times.

• Prepare and make necessary arrangements for out-going mail and keep record of same.

• Process purchase orders and invoices and assist in the monitoring of the Company’s/Department financial system.

• Process sales orders and invoices and assist in the monitoring of the Company’s/Department financial system.

Reporting

• To ensure work in progress list is reviewed regularly.

• Manage, organise, and update relevant data using database applications.

• Prepare monthly reporting for Inverness branch. Ensure department performs to standards or benchmarks set.

• Assist with branch monthly reporting if required. Ensure that branches perform to company standards or benchmarks set.

Customers

• Assist with serving customers during very busy periods within the branch.

• Assist with dealing with customer complaints and queries.

Training

• Assist with training staff as required through all MIS branches with respect to CSFS and standard company process.

• Provide on-the-job training to new employees and arrange training applicable to servicing for staff.

Person Specification

• Ability to work within and contribute to a team –

Internally: Daily contact by e-mail, telephone or in person, with other team members and other Company staff.

Externally: Daily contact with external sources by telephone

• A sound and patient approach to training.

• Sound organisational and administrative skills, including managing time effectively.

• Good numeracy skills IT literacy and experience of Microsoft type packages with a confidence to learn new systems.

• Attention to detail.

• Proactive, enthusiastic, self-motivated.

• Ability to prioritise and multitask.

• Ability to work alone under own initiative and within a team.

• Responsible and reliable with a flexible attitude.

• Ability to delegate tasks.

• Ability to respond positively to new challenges and change.