Provides part-time onsite administrative and customer service support, handling telephone, email, portal, vehicle, salvage, fines, claims, documentation, and collection queries. The role updates accounts and databases, processes clearance and uplift instructions, coordinates vehicle and belongings returns, supports auction listings, and performs general office duties. It requires professional communication, accurate data handling, workload prioritization, teamwork, and flexibility, with motor industry knowledge considered desirable.
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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