COPART UK

Responsibility

• the allocation of workload amongst the team
• end to end account management of complaints
• completion of a full investigation of all complaints
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• required to make decisions on rejecting or upholding complaints
• identify compensation value vs Buy Back
• to ensure that complaints are responded to in a timely manner and meet the required quality standards of operation, by thorough monitoring of the internal complaints system
• negotiate compensation with Members
• ensuring that all data entry and administrative work is carried out accurately and in a timely manner, keeping the Complaint inbox up to date and all complaints are logged on our internal complaints system
• raise payments, following our finance process
• escalates complex issues to the relevant teams
• works with colleagues responding to complaints, to ensure that handling processes are clear and adhered to
• identify opportunities to improve our complaint handling process, to ensure customer satisfaction
• assist with monthly reporting procedures
• ensure that all the above requirements are completed within set SLA's

Requirements

• excellent communication skills, with a confident and professional telephone manner
• previous experience in the Motor trade or insurance industry is an advantage, but not essential
• self-driven, with a desire for continuous learning
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• strong attention to detail
• the ability to empathise with customers and listen carefully
• able to work on your initiative as well as in a team environment
• can quickly identify and evaluate problems to reach a solution
• the ability to adapt quickly in a fast-paced environment and be able to remain calm under pressure
• maintaining a professional manner while dealing with customer complaints
• experience in a Customer Service environment

Earnings for position account executive

Responsibility

• manage incoming calls from our members
• administration, such as processing member applications, checking documents and ensuring systems are kept up to date
• handle sensitive information in line with the data protection legislation
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• complete the new membership registration and renewal process
• call potential members to encourage and help them complete their member registration
• communicate with members via email and telephone
• help our members with account queries, such as live auction queries, payments and complaints
• deal with difficult conversations, on occasion
• provide an unparalleled customer experience for our members

Earnings for position administrator

Earnings for position customer service advisor

Responsibility

• providing support to the wider Operation Centre team with completion of OS tickets
• reviewing all Incident and TAIL forms, ensuring these are forwarded to the correct departments
• reviewing the missed collection report and identifying reasons for non-completion
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• liaising with other areas of the Operation Centre to support with specific collection or delivery issues
• assisting with the processing of Transport-related invoices in a timely manner, such as pre-filing
• supporting with managing resource in the department, by ensuring our system is updated and correct
• support the Transport Manager with reviewing the quality of driver images and providing feedback
• assisting with Driver's meetings, ensuring that minutes are up to date and circulated to the team
• assisting with internal audits, such as camera audits and to support Operator's Licence and on site regulations compliance
• complete general administrative duties such as scanning, filing and ordering consumables
• oversee the day-to-day running of the Transport department in the absence of the Transport Manager with support from the General Manager/AGM
• review the speeding dashboard and footage and to report findings to the Transport Manager

Earnings for position transport administrator

Requirements

• excellent customer service
• A great communicator, both written and verbal, with the ability to influence at all levels
• good attention to detail
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• A strong leader, able to multi-task in a fast-paced environment
• experience in leading and developing a successful team
• confident in the use of handheld devices, with experience in the use of basic IT applications
• happy to work outside on occasions, in all weather conditions

Earnings for position manager