Join our team

Purpose of role

Working within agreed procedures to ensure the customer support team provide the highest level of service to FleetCheck’s customers. Specifically focussed on tasks and projects associated with delivering support to facilitate (a) an exceptional customer/user experience, (b) product excellence and (c) an ongoing culture of customer retention.

 

Role specific accountabilities

The role of the Key Account Manager is to take ownership for specific tasks as defined below.

 

Management of key account relationships (circa 20 ‘top’ accounts):

• Developing a solid and trusting relationship with key customers and partners;
• Managing and resolving key customer issues and complaints;
• Developing a complete understanding of customer needs;
• Proactive customer contact to educate them about areas of the software they are unaware of/not using to their full potential;
• Prepare regular reports demonstrating customer progress/success.

Assisting with the initial training and ongoing education of customers, including:

• Conducting online software training for key customers as required;
• Compiling content for software update communications;
• Creating and updating training material, ensuring that the “Help Site” is regularly reviewed and updated.

Assisting with proactive Customer Success contacts, including:

• Process reports to highlight clients that should be paying more at their annual renewal;
• Making outbound calls to existing FleetCheck clients to update on new products;
• Identify and evaluate opportunities to grow business with existing customers.

Assisting with incoming customer support requests, including:

• Initial assessment of query to establish onward action;
• Clarification of requirements as necessary;
• Verification of solution and communication of outcome to customer;
• Recording and tracking of customer-driven IT development and change requests;
  • Ensuring all activity is appropriately recorded on CRM system;
  • Ensuring that call schedules (both pre-defined and arising from CRM contacts) are maintained;
  • Collate and provide data to line manager for KPI reporting as defined;
  • Provide assistance as required to the testing team.

 

Person profile

Knowledge - Required

A working knowledge of Microsoft Office, including Outlook, Word, Excel and PowerPoint

Reasonable knowledge/understanding of general office systems and procedures

Knowledge - Desired

Some knowledge of fleet administration or other similar area of work

Qualifications

A sound general level of academic education with a minimum of 5 GCSEs, which must include English and Mathematics

Skills

Good, accurate keyboard skills and ICT competence

Able to communicate with a variety of people in a positive, helpful manner

Able to deal effectively and accurately with written/telephone enquiries using clear, concise English

Can work to achieve both individual and departmental metrics

Committed to continual service improvement, and shows willingness to learn new skills as required

Ability to multi-task and adhere to deadlines

Able to resolve problems and adapt to change

Maintain constructive links with colleagues and work collaboratively to deliver targets

Receive feedback and learn from mistakes for continuous self-development

Experience - Required

Experience of account management

Experience of supporting customers in the use of software applications

Experience - Desirable

Experience of working in a SaaS business

Experience of working to challenging deadlines and defined metrics

Experience of reading, inputting and manipulating data

Experience of contributing to customer satisfaction levels within a team or department

Experience in problem solving through the use of exploratory questions

 

General accountabilities

• Act in a courteous, professional and ethical manner in all interactions with customers, suppliers and colleagues;
• Advise line manager/management team on matters relating to workload and work progress;
• Contribute positively to improvement initiatives;
• Comply with FleetCheck’s values, service levels, policies and legislative requirements, including (but not limited to) H&S, equal opportunities and data security (ISMS). Where business requires change, and provided that capacity is available within time constraints, to undertake other responsibilities which are of a commensurate level outside of the terms of this role profile.
  
  

Additional information

• The normal contractual working week is 37.5 hours, a standard day is 7.5 hours;
• The work pattern is fixed hours of 9.00am to 5.00pm with 0.5 hour’s lunch break;
• The annual holiday entitlement based on the above working pattern is 24 days p/a;
• The organisation continuously evolves to provide broader and more proactive customer care. As such the roles and their terms and conditions will be subject to ongoing review and change;
• The FleetCheck offices open when possible during the current pandemic. When they are open all staff are working part-time in the office and part-time at home. There may be a possibility to continue this working arrangement long-term at the line manager’s discretion but there will be a minimum requirement of 3 days in the head office per week (SN16 9RZ).

 

Purpose of role

Working within agreed procedures to provide the highest level of IT workflow and support.  Specifically focussed on tasks associated with software administration to facilitate (a) an exceptional customer/user experience, (b) product excellence and (c) an ongoing culture of customer retention.

 

Role-specific accountabilities

 The role of the developer is to take ownership of specific tasks as defined below:

• Application support/development;
• Working together with colleagues to facilitate the effective processing of customer requests submitted to FleetCheck’s support facility, including:
• Monitoring incoming support tickets through a ticket management system;
• Editing and creating reports in response to customer requests;
• Editing and creating data imports;
• Clarification of requirements, as necessary;
• Verification of solution and confirmation to colleague(s) and/or customer(s).
• Resolution of technical ‘bugs’ highlighted by customers and/or colleagues, prompt escalation to IT Team Leader and IT Director where resolution is outside of remit and ensuring originator(s) are kept informed of fix progress/completion;
• Monitoring IT error logs;
• Collate and provide data to the line manager for KPI reporting as defined.
  

Experience/Qualifications

 

Knowledge
A working knowledge of Microsoft Office, including Outlook, Word, Excel and PowerPoint	Required
Reasonable knowledge/understanding of general office systems and procedures	Required
IT/web/programming/database management knowledge	Required
ASP.NET / VB.NET / C#	Required
.Net Core	Desirable
Some knowledge of fleet administration or other similar area of work	Desirable
JavaScript / JS Frameworks	Desirable
Qualifications
A sound general level of academic education with a minimum of 5 GCSEs, which must include English and Mathematics	Required
Specific IT qualification(s)	Required
Skills
Good, accurate keyboard skills and ICT competence	Required
Able to communicate with a variety of people in a positive, helpful manner	Required
Can work to achieve both individual and departmental metrics	Required
Able to identify risks in interactions with customers and suggest ways of overcoming them	Required
Able to deal with challenging queries in a high quality, customer focussed way	Required
Committed to continual service improvement and shows willingness to learn new skills as required	Required
Able to resolve problems and adapt to change	Required
Maintain constructive links with colleagues and work collaboratively to deliver targets	Required
Receive feedback and learn from mistakes for continuous self-development	Required
Experience
Experience of working in a similar programming role	Required
Experience of working to challenging deadlines and defined metrics	Required
Experience of reading, inputting and manipulating data	Required
Experience of working in a customer services or contact centre role	Desirable
Experience in problem solving through the use of exploratory questions	Required

 

General accountabilities

• Act in a courteous, professional and ethical manner in all interactions with customers, suppliers and colleagues.
• Advise line manager/management team on matters relating to workload and work progress.
• Contribute positively to improvement initiatives.
• Comply with FleetCheck’s values, service levels, policies and legislative requirements, including (but not limited to) H&S, equal opportunities and data security (ISMS).
• Where business requires change, and provided that capacity is available within time constraints, to undertake other responsibilities which are of a commensurate level outside of the terms of this role profile.

Additional information

• The normal contractual working week is 37.5 hours; a standard day is 7.5 hours.
• The work pattern is fixed hours of 9.00am to 5.00pm with 0.5 hour’s lunch break.
• The annual holiday entitlement based on the above working pattern is 24 days p/a.
• The organisation continuously evolves to provide broader and more proactive customer care. As such the roles and their terms and conditions will be subject to ongoing review and change.
• The FleetCheck offices open when possible during the current pandemic. When they are open all staff are working part-time in the office and part-time at home. There may be a possibility to continue this working arrangement long-term at the line manager’s discretion but there will be a minimum requirement of 3 days in the head office per week (SN16 9RZ).

General Overview

We are looking for an enthusiastic Sales Development Representative who can generate and qualify sales leads, through outbound emailing, social media posting and calling pre-defined databases. You will be responsible for qualifying and influencing potential customers to take part in an online demonstration of our software system with a member of our sales team.

 

A successful candidate must be friendly, persuasive, and able to quickly pick up the features and benefits of the FleetCheck software in order to make a strong, informative pitch. You must be able to present solutions that meet prospect customer needs in a coherent manner. You will also need to be patient and understanding, as well as able to deal with rejection without taking it personally.

 

The goal is to promote business growth by expanding the FleetCheck client base.

Role Specific Responsibilities

The role of the Sales Development Representative is to take ownership for specific tasks as defined below.

• Contact companies using a given database to qualify and set appointments with a member of the sales team;
• Answer incoming calls from prospective customers;
• Ask relevant questions to understand the customer’s requirements;
• Record the customer’s personal information accurately in a CRM (HubSpot);
• Respond to all website enquiries;

Experience - Desirable

• Proven experience as a telemarketer or similar lead generation, sales/customer service role;
• Experience in using the HubSpot CRM or similar;
• Experience in working for a SaaS business;

 

Knowledge - Required

• A working knowledge of Microsoft Office, including Outlook, Word, Excel and PowerPoint;
• Reasonable knowledge and understanding of general office systems and procedures;

 

Knowledge - Desired

• Some knowledge of the fleet industry;

Qualifications - Required

• A sound general level of academic education with a minimum of 5 GCSEs, which must include English and Mathematics;

 

Skills - Required

• Good, accurate keyboard skills and ICT competence;
• Excellent communication skills and ability to work as part of a close-knit team;
• Excellent presentation skills;
• Fluent English Language;
• Patient and able to handle customer rejection;

 

General accountabilities

• Act in a courteous, professional and ethical manner in all interactions with customers, suppliers and colleagues;
• Advise Sales Manager on matters relating to workload and work progress;
• Contribute positively to improvement initiatives;
• Comply with FleetCheck’s values, service levels, policies and legislative requirements, including (but not limited to) H&S, equal opportunities and data security.
• Where business requires change, and provided that capacity is available within time constraints, to undertake other responsibilities which are of a commensurate level outside of the terms of this role profile.

 

Additional information

• The normal contractual working week is 37.5 hours, a standard day is 7.5 hours;
• The work pattern is fixed hours of 9.00am to 5.00pm with 0.5 hour’s lunch break;
• The annual holiday entitlement based on the above working pattern is 24 days p/a;
• The organisation continuously evolves to provide broader and more proactive customer care. As such the roles and their terms and conditions will be subject to ongoing review and change;
• The FleetCheck offices open when possible during the current pandemic. When they are open all staff are working part-time in the office and part-time at home. There may be a possibility to continue this working arrangement long-term at the line manager’s discretion but there will be a minimum requirement of 3 days in the head office per week (SN16 9RZ).