Fleet Customer Support Specialist

We are actively searching for a customer-focused and highly organised individual to join our fleet support team.

Josh Kernohan, Operations Manager

Department

Fleet

Project Location

Northern Ireland

Job Description

At Simplicity Group, we don't just support fleets - we enable them to operate safely, efficiently, and without disruption.

As a Fleet Customer Support Specialist, you will be at the frontline of a fast-paced, vehicle-first technology business, supporting customers across the UK & Ireland and working closely with globally recognised partners including Webfleet (part of the Bridgestone Group) and Mantis Live CCTV.

This role is suited to someone who is passionate about delivering a world-class customer experience, thrives in a dynamic environment, and has a genuine appetite to build a long-term career in fleet and mobility technology.

Key Responsibilities

• Act as first-line customer support for fleet operations, handling inbound calls and emails in line with KPIs and service levels
• Deliver a professional, solutions-focused customer experience at every interaction
• Log, manage, and progress customer enquiries accurately within the CRM system (Salesforce)
• Diagnose and troubleshoot hardware and software issues relating to fleet telematics and vehicle CCTV products
• Provide technical fault analysis and identify appropriate resolutions
• Support engineers remotely with commissioning, testing, and updating customer portals following installations
• Monitor the performance of installed software and hardware to ensure smooth customer operations
• Work closely with Engineering, Operations, and Stock teams to maintain consistency of service and process
• Support vehicle-first logistical challenges including installations, servicing live vehicles, and managing time-critical dependencies
• Maintain accurate records of customer interactions and technical issues
• Escalate issues where required and contribute to continuous improvement initiatives

What We're Looking For

• A strong customer-first mindset with a commitment to service excellence
• Comfortable working in a fast-paced, operationally complex environment
• Confident dealing with time-critical situations and multiple stakeholders
• Proactive, solutions-focused, and able to take ownership
• Motivated by responsibility and keen to build a career in technology

Essential Skills and Experience

• Experience in a customer-focused role
• Excellent verbal and written communication skills with a professional telephone manner
• Strong organisational skills with the ability to multitask and prioritise effectively
• Logical approach to problem solving and fault diagnosis
• Ability to work under pressure and meet service level targets
• PC literate with proficiency in Microsoft Office
• Positive attitude, strong work ethic, and attention to detail

Training and Development

• Full training provided on Simplicity Group products, services, and processes
• Ongoing product and systems training as technology evolves
• Clear opportunities for progression into senior support, technical, or operational roles for high performers

What We Offer

• Competitive salary and pension scheme
• Cycle to Work scheme
• Structured job development programmes
• Ongoing training and career progression
• Professional, supportive working environment within a high-performing team

EQUAL OPPORTUNITIES

Simplicity Group Ltd is committed to equal employment opportunities and considers all individuals for employment regardless of their background, with a focus on merit and qualifications for the job. All candidates will be subject to necessary identity, security, and reference verifications as part of the recruitment process. The company respects the privacy of all individuals and handles personal data in accordance with General Data Protection Regulation (GDPR) and related best practices. The processing of personal data is carried out in compliance with Simplicity Group Ltd's recruitment processes.