Vendor Support Team Leader

Job Introduction

Location: Chelmsford

Working hours: 42.5 hours per week, 5 days in 7 (including a long shift on a Monday)

About the Role:

We are looking for a Vendor Support Team Leader to join our busy Chelmsford team. Previous customer service experience is necessary. 

About Aston Barclay: Aston Barclay is the UK’s leading supplier of used vehicle remarketing services, working with some of the biggest businesses across the automotive industry. We blend our forty years of experience in physical auctions with cutting edge technology to provide its customers with the remarketing solution and buyer experience in the market.

Our success is underpinned by our team of exceptional colleagues, which is why we invest heavily in employee training and career development support, and we are proud to pay all of our colleagues above the national living wage.

We offer a fantastic range of benefits that reflect the value we place on our employees and help make Aston Barclay Group a great place to work. These include generous holiday entitlement, plus the option to purchase up to an additional 5 days leave, early birthday finishes and enhanced sick, maternity, paternity and adoption polices, plus much, much more!

About the role:

• Effectively lead the Vendor Support team.
• Deliver and lead the company’s customer service strategy.
• Support and develop the Auction and Vendor teams. 
• Collaboratively work with the Customer Service Manager to support the Auction team.
• Be responsible for onsite vendor account management. 
• Ensure that levels of customer service within the site are exceptional at all times. 
• Carry out administrative tasks with a high level of accuracy.
• Enforce and promote safety within the workplace. 

Duties:

Effectively lead the Vendor Support team and support the company wide Customer Service Strategy

• Provide visible, respectful leadership to the Vendor Support team and be the technical expert for direct reports.
• Maintain all systems ensuring that adequate and appropriate records are created and maintained.
• Manage the direct reports to achieve agreed outputs.
• Embed KPI’s to manage performance across team.
• Deputise for Customer Service Manager when not on site. 
• Ensure effective communication between departments, ensuring key messages are delivered. 
• Be a key link between customer and office operations to deliver required SLA’s.

Be responsible for onsite vendor account management

• Be knowledgeable in all areas of vendor SLA’s & requirements.
• Deal with enquiries from vendors.
• Close queries in a timely fashion, prioritising customer service.

Carry out administrative tasks with a high level of accuracy

• Add vehicle deliveries to the AMS system.
• Monitor “Not Inspected” & “Not Booked In” vehicles in order to ensure SLA’s are maintained and exceeded.
• Determine vehicle values using HPI valuation system and record information.
• Obtain reserve prices from vendors and input information into AMS.
• Prepare documentation to support Sale Day activities.
• Update vehicle records as required in AMS.
• Prepare the sale in AMS.
• Manage provisional bids.
• Prepare & provide vehicle entry sheets to Auctioneers as required.

Create accurate vendor sale reports

• Prepare & dispatch pre & post sale reports.
• Produce monthly CAP data.

Ensure that levels of customer service within the site are exceptional at all times

• Be the first point of contact for customer complaints.
• Escalate complaints where this is warranted.
• Complete the complaints log on every occasion.
• Ensure that feedback is learned from and work in a cycle of continuous improvement.
• Collaborate with internal & external stakeholders to consistently deliver the best outcomes for customers.