Charlotte Harper

• Communicated with staff through various internal platforms to keep colleagues informed of office updates.
• Managed office correspondence, including emails, phone calls and mail, efficiently and promptly.
• Completed data processing and processing orders into relevant systems to keep records and documentation up-to-date.
• Managed daily office operations, coordinated meetings, and scheduled appointments for seamless business functionality.
• Maintained strict confidentiality and discretion when processing sensitive data and information.
• Coordinated fast, accurate clerical work for forms, files and general data entry.
• Organised and maintained logistics schedules, ensuring timely delivery of goods to various destinations.
• Coordinated warehouse activities to ensure inbound and outbound lead times were accurate and managed efficiently.
• Reported successes, failures and new plans to governing body to guide decision-making.
• Provide support to the Ops Director day-to-day to ensure use of time is being maximised.

• Directed operational strategy and innovation, significantly increasing efficiency and reducing costs since the start of the business.
• Handled emails and written business correspondence.
• Updated shared calendars with accurate meeting information.
• Excellent diary management.
• Ordering stock in accordance with the jobs coming in.
• Generated new business leads through networking and marketing strategies.
• Developed marketing campaigns in collaboration with the marketing team to attract new customers.
• Use of accounting software such as QuickBooks and Xero. Within these software programmes, I have had experience with raising invoices and POs, payroll, VAT returns, and reconciling bank transactions.

In this role my duties were spread across different teams within this department

Please see below some of these duties

General

• Use of company specific systems - FleetWare, 1link, BCA Inspect Pro, Fleet Plus, HPI
• Experienced use of other computer software such as Microsoft packages and Excel
• Advising the rest of the team of any new communications/ changes within the company or team
• Knowledge of different types of internal and customer contracts and what needs to happen with them
• Addressing errors and issues within the team as a point of contact before escalation higher
• Training new starters thoroughly
• Building relationships with suppliers and other departments/managers within the company
• Maintaining an efficient SLA for emails and calls to ensure best customer service
• Maintaining my individual responsibility to manage specific corporate account vehicles and arranging tracker removals using Excel
• Meeting individual and team KPI's
• Making sure any post that comes in is dealt with quickly and efficiently and scanned on to the system and file

Vehicle Collections

• Answering a high number of calls to customers, auctions, fleet managers and suppliers
• Organizing vehicles for collection in the region of 180 to 300 per day
• Keeping an eye on current collections booked and levels of collections to comply with supplier needs and keeping customer satisfaction to a high while ensuring that this is also beneficial for the business
• Making sure suppliers are adhering to their contracts, such as days to sell, movement times and collection failures are at a minimum so as a business this does not lose us money and addressing this in monthly review meetings with them

Damage

• Advising customers on vehicle standards of how they need to be on return
• Adhering to BVRLA Fair Wear and Tear standards and advising customers of this and charging applicable damage to vehicles

Remarketing

• Having a very good eye for detail to make sure that vehicles go to the correct BCA auction sites to gain the most profit when sold
• Involved in process improvement within remarketing
• Completing stock reports to make sure we are aware of where all our assets are

Logistics/ In-Life Movements and Storage

• Managing the overall refurbishment journey of vehicles when they go into storage facilities and gaining authorisation from fleet managers and internal customer managing teams

Appraisals

• Charging customers according to company processes regarding late hire and excess mileage
• Terminating vehicles when they have been returned

• Ensuring contact with third party debt management companies are up to date and any information required from them are sent within a set time frame and securely
• Letters are sent correctly making sure punctuation and grammar are correct, adhering to in house quality and assurance procedures
• Sorting inbound post, making sure all correct correspondence is passed to the relevant departments immediately so they can be dealt with correctly
• Advising customers of correct information so as to not mislead and confuse
• Recognising the customers situation and taking the best course of action
• Achieving targets each day for different tasks
• Making sure correspondence is dealt with in a timely manner and correct procedures are followed to give the best outcome for the customer and the business
• Using different systems to navigate different types of accounts
• Use of Excel, Outlook, Microsoft office, Account search widgets, FTP
• Corresponding with customers, third parties, debt management companies, solicitors, and lawyers where appropriate

• Answering inbound and outbound calls
• Dealing with different types disputes first hand
• Adhering to regulations such as, Data Protection Act, TCF, FCA, Ofcom, Exco, PCI DSS
• Making the right decisions with the customers best interests first
• Making fair decisions when setting payment arrangements for customers
• Dealing with complaints and resolving them before they escalate
• Liaising with different departments to resolve issues as and when they arise

• Managing organisation of building works
• Ordering building materials
• Leaflet distribution
• Invoicing and filing paperwork.

• Dealing with customers both in person and over the phone
• Ability to organise myself and others consistently and with discretion
• Preparation of sales reports using Excel and emails on Word
• Key member of the management team
• Ability to converse with all types of people
• Discipline to Complete training levels to become Retail management
• Responsible for cash handling and till management
• Placing orders for stock replenishment
• Administration skills to ensure the smooth running of the store.