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The Motor Ombudsman
,
London, Greater London
Business Services Executive
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Job Type: Full-time |
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Salary: £25,000 per annum |
Overview
Role overview: The Motor Ombudsman’s mission is to provide the best dispute resolution service through engaged people driving excellence in customer service across the automotive sector. As a member of the team, you will play a key role within our business services team, ensuring high quality care and excellent service is provided to accredited businesses while delivering against the set targets and KPIs. You will play a key role within our business service by: Providing support to the Business Services team to increase accredited business retention and growth Acting as first point of contact for business and compliance enquiries Assisting in the delivery of all operational activity relating to the company and accredited businesses Improving accredited business’ satisfaction by providing a professional, timely and efficient service. Having responsibility for accredited business assessments and compliance breaches against the relevant TMO Codes Person Specification: Essential: Highly self-motivated individual with a willingness to learn new skills Strong phone / written communication skills Strong organisational and administrative skills Ability to work on own initiative, prioritise tasks and work well within a team environment Confident and professional manner when dealing with people Detail-oriented, with the ability to work to KPIs Proficient in Microsoft Word (Mail Merge and Professional Letter Writing) and Excel (VLOOKUP, COUNTIF, Pivot Tables and Advanced Excel) Desirable: Experience of working within the motor industry Some knowledge of consumer legislation Experience of working in a high-paced environment Experience of Salesforce platforms and applications Main responsibilities: · General Support of Business Services Departmental Activities Provide daily support to the Business Services team on accredited business registrations, renewals, compliance and revenue generating services. Coordinate, categorise and allocate all relevant accredited business communications Coordinate orders and user registrations for the Code Shop and Online Training · Optimise Revenue Streams Maximise retention and registration for TMO’s accredited businesses by providing a timely and efficient service. Maximise revenue from Code Shop and Training departments - particularly streams linked to compliance and self-assessments. · Business Retention, Engagement and Communications Undertake renewal calls for accredited businesses providing support as required. Support accredited businesses throughout the renewal / registration process providing 1-2-1 help as required Administer and update accredited business’ account and public profile information as required. Work with the team to maximise number of subscribers displaying TMO information and logo on company websites and profiles pages alongside appropriate references to the ADR regulations. Support in the preparation and delivery of Committee meetings and Working Groups. Attend trade events and accredited business meetings · Compliance Administer the compliance and auditing process for accredited businesses, including online self-assessments and physical audits Resolve issues of non-compliance within agreed timescales. · Clear and Effective Processes Provide support on financial related queries and tasks as required. Assist in the production of invoices and credit control. Oversee the daily review of bank payments and reconciliation of financial transactions. Oversee the application and renewal of members using a direct debit management tool. · IT Systems and Projects Assist in preparation of project proposals Assist in research (data management, cleansing and analysis) as required Coordinate efforts within the team and with external vendors efficiently · Governance & Reporting Contribute to the collation of data for both internal and external meetings and preparation of presentation material as required. Provide regular reporting of performance against all agreed key performance indicator (KPI) metrics Provide weekly reports to Compliance Manager on Code / non-Code related compliance referrals and escalations. Contribute to the preparation of quarterly and annual data reports · Other Ad-hoc Duties Deliver new-starter inductions and refresher training to colleagues as required Assist with other associated TMO tasks where required by Line Manager or Department Head. Benefits: Bonus scheme Private medical/dental insurance Wellness programmes Life insurance