Job Description

Job Summary

We're seeking a highly organised and detail-driven Fuel Card Administrator to join our growing team at InterFuels, part of the Your NRG Group. Based in our Hartlepool office, this role plays a key part in keeping our national fuel card service running smoothly. While the role includes a strong administrative element, it also involves direct customer contact, supporting customers throughout their journey and proactively reaching out to understand and resolve any issues. If you're methodical, proactive, and take pride in doing the small things well, while genuinely caring about customer experience, this could be the perfect fit.

Responsibilities

Customer Support & Engagement

Responding to a high volume of customer emails with speed, accuracy, and professionalism Handling customer queries relating to fuel cards, accounts, and usage Proactively contacting key customers whose card usage or volumes have reduced to understand challenges, gather feedback, and flag potential issues Supporting customers through the onboarding process to ensure a smooth and positive start Acting as a reliable point of contact and ensuring customers feel supported and informed
Fuel Card Administration

Processing new fuel card applications and requests Managing card replacements, deactivations, and account updates Ensuring all requests are actioned accurately and within agreed timeframes
Data & System Management

Updating and maintaining customer records within the CRM system Ensuring expiry dates, account statuses, card details, and usage data are accurate and up to date Maintaining accurate records for card issuance and closures
Operational Admin & Post Handling

Receiving, logging, and preparing post Accurately matching fuel cards with the correct PINs Ensuring all deliveries are handled securely and dispatched to the correct customers on time
Team & Operational Support

Providing administrative support to the wider fuel card team Assisting with ad-hoc tasks and special projects Identifying opportunities to improve or streamline internal processes
We'd love to hear from you if you're:

Highly organised and able to manage multiple tasks with strong attention to detail Confident working with customer data and familiar with CRM systems Comfortable communicating with customers via email and over the telephone Proactive and curious, keen to understand customer behaviour and spot issues early Reliable, methodical, and comfortable in a fast-paced, admin-heavy environment A clear communicator who works well with colleagues across the business

Demonstrable Competencies

Customer Relationship Management: Building strong, long-term relationships with customers, maintaining high levels of satisfaction. Solution-Oriented: Ability to resolve customer concerns effectively to drive retention and engagement. Professional Communication: Maintaining a professional, approachable, and responsive manner in all customer interactions. Time Management & Organisation: Demonstrating strong organisational skills to manage multiple customer needs efficiently. Attention to Detail: Exhibiting high levels of accuracy and attention to detail in administrative tasks and customer interactions, ensuring all processes run smoothly. Collaboration with Internal Teams: Working closely with internal teams to resolve customer issues, improve processes, and enhance overall customer satisfaction.

Behaviours & Experience

Customer Service and Administration: At least 1 year in a customer service or administration role. Customer Focus: Ability to listen to and understand customer needs and provide solutions to meet those needs. Strong Communication Skills: Excellent verbal and written communication skills with the ability to build rapport. Self-Motivated & Independent: Energetic and driven, with the ability to work autonomously Proficiency in CRM & Microsoft Office: Experience with CRM systems and a strong working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).

Benefits

Competitive salary Company pension scheme BUPA PMI after 1 years' service Death in service Annual discretionary bonus Opportunities for personal development and growth within the company A collaborative, professional and supportive work environment
Job Type: Full-time

Work Location: In person