Job Description

Based in our Central Support Office in Newcastle (Newcastle Business Park), as a Support Solutions Coordinator you are responsible for providing excellent customer service to current and potential customers, supporting their requirements and upselling products to consistently meet or exceed customer service levels.

What's in it for you!

Attractive Bonus Scheme 25 Days Annual Leave plus Bank Holidays (Increasing with length of service) Enhanced Company Pension Scheme Life Assurance Scheme

Colleague Benefits!

Employee Assistance Program High Street Discount Vouchers Discounted Gym Membership Health & Wellbeing Discount Vouchers Cycle to Work & Home & Tech Scheme Benefits Milestone Birthdays Additional leave Work Anniversary Bonus's Refer a Friend Scheme

About You!

You should be an enthusiastic, upbeat and professional person, who really cares about delivering the best service. You will either have previous experience of, or a keen understanding of good customer service. You should be a team player, that has the ability to work in a fast paced and friendly environment. We are an ever-changing organisation so a flexible approach to change and drive to continuously improve are characteristics that will stand out to us. We have 14 Depots around the UK so good geographical knowledge of the UK will be essential for this role. Good geographical knowledge of the UK will be essential for this role.

Desirable

Experience working in our industry is desirable but not essential.

About the Role!

Ensuring that all enquiries from all avenues are responded to in a timely manner. Offering customers an efficient, knowledgeable and courteous service. To ensure the Nixon Hire Dashboard is managed effectively; posting and returning contracts, working with all Nixon Hire Depots, Re-hire and the Regional Hire Teams to address any potential discrepancies. To ensure that all internal & external paperwork is chased and uploaded to the Nixon Hire System efficiently. To effectively manage and communicate any additional charges that are applicable to the customer, after hire. Ensuring payment is taken for all non-account customers to extend the hire period. Working within Company delivery guidelines and closely liaising with Transport Team to ensure delivery timescales are met. Communicating effectively with customer and 3rd party suppliers to advise of any failed delivery/collections and services to ensure Nixon Hire complete deliveries or collections in a timely manner. Management of Nixon Hire contracts to ensure continuation of hire charges apply where required. Work closely with the Nixon Hire Purchase & Supply team to ensure that the Loss/Stolen & Damage process is followed accordingly. Processing Customer suspensions in line with the Nixon Hire suspension process. Ensure customer follow up, to ensure successful delivery and obtain any feedback regarding equipment and service. Participation in development and training opportunities. Identify and understand root cause of invoice queries and suggest preventative measures. Where Credits are required to be issued, calculate and complete credits in a timely manner. Ensuring all Contracts are accurate in line with the customer pricing agreement, accurate start dates and collection dates prior to posting. Liaising with Credit Control to ensure plant is not hired to customers where customer accounts are in arrears. Assisting with credit control measures to obtain money from customers such as prompt handling of queries, arranging uplift from site etc.
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