Booking Specialist

Role Overview

As a Booking Specialist in the Client Services Department, you will be the operational contact for drivers, providing front line support for driver and client queries and ensuring high standards of customer service.

Responsibilities

• Work as part of a team to efficiently process and log telephone and OCM case enquiries.
• Direct vehicles into Ayvens preferred supplier network for repairs.
• Redirect enquiries received to relevant teams as required.
• Undertake reasonable duties related to the role as directed by the Line Manager.
• Achieve team goals and individual targets set by the Line Manager.
• Build long term proactive relationships with clients and drivers by building trust, maintaining high standards of customer service, and improving customer survey ratings.
• Recommend vehicles and arrange test drives.
• Process quotations/orders for new vehicles.
• Process driver related tasks (fuel cards, tax discs, etc.).
• Handle complaints.
• Manage fluctuating workloads.
• Perform general administration.
• Assist in ad hoc projects as requested by managers or colleagues.

Qualifications and Skills

• Motor/Fleet industry experience desirable.
• Pragmatic decision maker.
• Good telephone communicator with both suppliers and customers.
• High achievement drive with proven ability to deliver results.
• Team player actively participating in shared objectives and enthusiastic about working towards team goals.
• Flexibility and willingness to carry out a variety of tasks, including additional hours when necessary.
• Excellent written and verbal communication skills, polite, friendly, and diplomatic.
• Strong attention to detail and high accuracy.
• Computer literate with excellent knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.
• Good interpersonal skills and ability to build rapport with clients and drivers.
• Ability to think and take initiative, identify and implement efficiencies, and make confident decisions when required.
• Good time management skills, managing fluctuating workloads and prioritising daily tasks.
• Appropriate follow up on client deliverables.
• Customer driven, able to build relationships with individuals at all levels of the business.