Provides onsite administrative and customer support for vehicle auction services. Responsibilities include handling phone, email, and portal queries; updating accounts; processing vehicle and salvage clearances; managing documentation, fines, claims, and vehicle collections; coordinating personal belongings returns; supporting auction listings; and completing general office administration while maintaining GDPR and safety standards.
Client Services Administrator
Winsford (Onsite)
Part time / 24 hours per week
The purpose of the role is to carry out administrative tasks, assist with a range of queries and provide excellent service to our customers and clients alike.
Client Services Administration
Key Responsibilities
- Handling telephone queries received from customers and clients in a polite and professional manner – ensure that the client expectations are met - ie ensuring that DPA is applied oevery call.
- Actioning and responding to all customer and client emails promptly and professionally
- Updating user accounts and managing access to our partner portal
- Adding both manual and automated uplift instructions to the system
- Managing client queries received via the partner portal
- Processing both manual and automated clearance of salvage at the request of our clients
- Dealing with incoming post, including vehicle documentation and keys
- Handling and responding to the issuing body of fines and penalty charge notices
- Assisting our customers with the retention of cherished plates & finance mangament
- Claims handling where required
- Liaising with our site team to coordinate the return of personal belongings
- Assisting our Auction team with issues preventing vehicles being listed for sale
- General office duties including scanning, database updates and filing
- Arranging the collection of customer vehicles and salvage upon request
Other General Responsibilities (applicable to all employees within our business)
- Safety first! Ensure safe keeping of all people and company property, adhere to all Health & Safety procedures and raise any risks to HSEQ Team
- Do everything you can to reduce energy consumption and promote sustainability values
- Respect our workplace environment and the environment around us
- Ensure all data is handled safely to meet GDPR and Data Protection requirements at all times
- Promote our brands, products & services at all opportunities and adopt an “all about the customer” approach
- Behave in line with our company values, behaviours, policies & procedures
- Develop relevant knowledge & skills through personal development & coaching
- Engage in all communication & keep up to date with business change & communication
- Support the company in any other reasonable capacity, willing to work flexibly if business needs
- Support the creation and upkeep of any processes/Standard Operating Procedures (SOP’s)
- Devote all working time to business activity only
- Work together with relevant key stakeholders, liaise with relevant business areas to agree interdependencies, share knowledge, and best practice
- These duties and responsibilities are indicative and not exhaustive. We may make changes from time to time to reflect the changing needs of our business
- We may require you to carry out reasonable alternatives within the character of your post. We expect you to adopt a flexible approach to your role and will consult you about any significant changes
- All employees to have job descriptions in place and reviewed at least annually as part of performance review
- Work in partnership with the People Team and keep HR/people records up to date
Person Specification
Skills & Experience
- Knowledge of popular Microsoft packages
- Able to communicate with customers clearly and effectively
- Professional phone manner
Knowledge Essential Desirable
- Knowledge of motor vehicles
- Previous experience in the motor industry
Qualifications/Certificates/Education
- Proficient in Maths and English
Personal Qualities
- Able to work off own initiative
- Ability to work as part of a team
- Be able to manage and prioritise workloads
- Positive ‘Can Do’ Attitude
- Reliable and punctual
IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles.
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