The Customer Relations team is a busy and integral part of the Cox Automotive business. Supported by the Legal and Finance department, the Customer Relations team support Remarketing, and their leadership teams across the UK, managing escalated complaints, and the accurate recording, responding to Penalty Charge Notices (PCNs), within the given timeframes. The purpose of the team is to provide exemplary complaint resolution and customer service. in line with our “get it right first time” strategy. Promoting customer satisfaction, instilling confidence, and avoiding repeat complaints and escalated PCNs to either Debt Recovery Companies or Traffic Enforcement Centre. To minimise any financial loss to the business.
Scope of Role:
The Vehicle Infringement Coordinator role is responsible for providing administration support to the Customer Relations Team to help drive a culture where customers are treated fairly. You are responsible for ensuring all Penalty Charge Notices (PCN’s) are acknowledged and dealt with in a timely manner for all areas of the business including any subsidiary companies of Cox Automotive. You will deal directly with colleagues/customers and third parties via phone, email, and letter, and encourage a culture of treating customers fairly whilst ensuring cost efficiencies. Maintaining accurate records at all times. The role encompasses elements of data entry and the secure handling of customer information in line with GDPR and business standards.
Objectives for Role:
- Accountable for taking ownership of all Penalty Charge Notices ensuring they are always resolved in a timely and efficient manner whilst minimising financial loss for the business.
- Record accurately and respond to PCN’s and escalated notices received in line with Compliance and business guidelines.
- Work to KPI’s agreed by the leadership team ensuring we remain compliant at all times.
- Provide excellent customer service, to both external and internal clients, by phone, emails, or letter in line with company standards and quality goals.
- Complete all administration tasks accurately and in line with expectations.
- Maintain accurate records and updating all systems in a timely manner.
- Securely handle all data / information.
- Root cause analysis to prevent escalations of PCNs and review key processes providing recommendations to the Business using case studies.
- Point of contact for all colleagues offering support and advice on PCN’s
- Develop strong working relationships with key stakeholders and deliver help and support when required.
- Work closely with all colleagues within the Client Experience Team and the Legal team ensuring resolution is in line with our Terms and Conditions and FCA/ TCF guidelines.
- Take ownership of your personal development
- To be a role model of Cox Automotive guiding principles within the team and portray a proactive, enthusiastic, and approachable manner to drive internal engagement
Skills, Knowledge and Experience:
- Excellent communication both verbal and written
- Strong interpersonal and influencing skills to motivate and engage key stakeholders
- Great administration skills and attention to detail
- Ability to pre-empt potential problems and issues before they escalate
- Knowledge of customer experience
- Experiencing use of Microsoft Office, including Excel
- Good understanding of contact centre technologies (i.e. CRM and Telephony applications)
- Resilience in the face of feedback or set-backs.
- Able to adapt quickly to change and when new/additional responsibilities have been identified for the PCN Team be able to deliver support during/after the course of implementation.
- Motor industry knowledge desirable but not essential.
STRICTLY NO AGENCIES PLEASE
We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL.
We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's.
Cox Automotive is the world’s largest automotive service organisation. We provide dependable solutions that improve performance and profitability throughout the vehicle lifecycle to manufacturers, fleets, and retailers.
Our businesses are organised around our customers’ core needs across vehicle solutions, mobility, remarketing, funding, and retail.