Customer Service Service Management Executive

Your new companyHays are delighted to be working with our global client, one of the world's most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client highly values each and every person; their passion, commitment, uniqueness and contribution to shaping the future success of their business.The Service Management Executive is responsible for the operational administration of the department's financial processes and daily transactions, including customer and supplier-related activities, data management, and administration. The role ensures high standards of delivery and achievement of all KPIs and SLAs for relevant operational requirements.Your new role

• Raise and process supplier invoices, ensuring accuracy and timely payment.
• Validate and scrutinise costs to reduce exposure.
• Identify and resolve inaccuracies in supplier invoices through discussions with suppliers.
• Raise and process customer invoices, recharges, and refunds, ensuring accuracy and timely processing.
• Validate and scrutinise customer invoices to reduce exposure and provide high-level customer service.
• Assist in creating and processing supplier rebate payments.
• Investigate and resolve customer billing queries, involving discussions with internal colleagues and suppliers to deliver timely and professional responses.
• Maintain and administrate all locally-owned databases, including ongoing maintenance and enhancements.
• Coordinate, maintain, and process the department's data capture, including creation and management of manual Access import forms and routine data import processes.
• Ensure the accuracy, validation, and quality of raw data prior to import.
• Update Management Information packs with data, validation, and distribution to the intended audience.
• Create ad-hoc customer reports around Service Management functions as requested.
• Create and maintain process, database, and MI documentation, ensuring accuracy and version control.
• Participate in the development and improvement of processes to increase departmental efficiencies and cost savings.
• Support other teams in process review and enhancement.
• Liaise with internal colleagues and external suppliers to investigate and resolve complaints for the department.
• Complete administrative tasks related to Accident Management and other Operational Services products.
• Manage and process manual repair invoices for payment.
• Manage the purchase of relevant vehicle supplier Service Packs.
• Report and update daily work logs, calendars, and fleet lists.
• Ensure reporting and data feeds with external systems and suppliers are carried out.
• Ensure processes and procedures adequately consider Consumer Duty responsibilities and good customer outcomes, including for vulnerable customers.
• Maintain a working knowledge of regulations and business obligations affecting the role.

What you'll need to succeed

• Awareness and maintenance of regulations and business obligations affecting the role.
• Commitment to delivering high standards of customer service and operational efficiency.
• Excellent customer service skills
• Knowledge of Excel

What you'll get in returnWe offer a competitive hourly wage plus an annual performance-related bonus. You will receive a generous annual leave up to 35 days, which is inclusive of bank holidays. There's free on-site parking available, and you'll have access to a subsidised restaurant. We offer hybrid working where employees split their time between working remotely (often from home) and working in the office.The business core values are integral to their corporate culture and guide their actions and decisions. These values include:Openness - Embracing change and new opportunities, learning from mistakes and acting with integrity, responsibility - making consistent decisions and committing to them personally, fostering trust and effective teamwork.Appreciation - Reflecting on actions, respecting each other, offering clear feedback and celebrating successTransparency -Acknowledging concerns and identifying inconsistencies constructivelyTrust - Relying on each other to act swiftly and achieve goalsDiversity - Valuing diverse backgrounds and experiences to enhance innovation and competitivenessDiversity, Equity and InclusionEquality, diversity, and inclusion policy is centred around creating a diverse and inclusive work environment that values and respects differences. The company promotes diversity through various initiatives and has integrated diversity, equity, and inclusion into its HR strategy1.Key aspects of policy include: Promoting equal opportunities in recruitment and personnel development.Ensuring protection against discrimination and fostering respect in everyday businessEncouraging a diverse workforce to enhance competitiveness, effectiveness and innovationSupporting five dimensions of diversity: gender, age and experience, physical and mental abilities, sexual orientation and identity and cultural backgroundWhat you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk