Job Description

Our client has a reputation to be proud of, built on 20 years' experience in the automotive sector. Based in Stockport, Cheshire, they provide private individuals, businesses and other organisations across the UK with car and van leasing, personal contract hire (PCH) and fleet management solutions.




The following is a detailed job description, for those who carry out the role of Operations Administrator within Vehicle Consulting Group Limited.

General Responsibilities:

Perform general administrative duties, including responding to emails and communicating with end customers. Work towards business targets, service level agreements (SLAs), and company goals. Answer incoming calls professionally and direct them to the appropriate department. Update and operate the company's CRM system in line with business processes.

Order and Deal Management:

Ensure customer orders are accurate and align with lease quotations. Complete initial deal pack checks, including: Customer order, Customer finance proposal, Dealer Order, Administration fees and Finance Acceptance.

Customer and Franchisee Support:

Maintain knowledge of vehicle stock, finance systems, internal processes, and administrative support. Understand various finance facilities offered by Vehicle Consulting. Build and maintain strong relationships with customers and franchisees. Deliver high levels of customer service to end users and franchisees. Manage the franchisee process and provide professional support for sales.

Documentation & Compliance

Ensure all required documents are included in the delivery pack Work closely with finance partners to obtain and verify finance documentation. Prepare and follow up on manufacturer deal invoicing via CRM. Contact customers regarding lead times, delays, finance documentation processes, and required proofs.

Customer Service & Issue Resolution

Handle customer service queries, including: + End-of-contract issues
+ MOT dates
+ Coordination of vehicle collection and delivery
Manage customer complaints in line with company procedures. Handle objections from customers and franchisees professionally. Collaborate with other departments to ensure a smooth customer experience.

Additional Requirements

Maintain positive relationships with suppliers, customers, franchisees, and internal staff. Be flexible with working hours as required by the business.

Qualifications and Skills

Strong attention to detail is a must Solid organisational skills, able to multi-task and prioritise workload Methodical approach when dealing with assigned tasks Proven experience in stakeholder and customer management Adaptable, willingness to learn new processes and tasks

Key Performance Indicators/Measures of Success

Process Accuracy is within agreed tolerances Recording and documentation of required Key Metrics Achieving Documentation output targets as assigned Adherence to telephony parameters * Compliance on all regulated orders