Customer Services Adviser

About the Company

The Fuel Store (TFS) is a progressive, Birmingham based business using technology to develop its market and stay ahead of the competition. It is on a mission to revolutionise the way business is conducted in its chosen business segments. The business is a leading provider of fuel and associated products into the transportation sector. TFS provides a range of products and solutions to its customers which help them to increase profits through increasing basket size, customer loyalty and usage; serving customers more efficiently and cost-effectively. It currently facilitates the provision of and processes the transactions to allow over 60 million litres of Fuel per annum through its card processes.

The business was started 10 years ago and to date has grown organically. Future development will be a combination of organic and inorganic growth offering its customers a carefully thought out package of products with software that enables easy/dynamic/cost optimised fleet management at its core.

The shareholders are keen that the business goes into a rapid growth phase with associated profitability. A new CEO has been appointed and will lead the twin track approach of organic and inorganic growth.

Customer Service Coordinator 

Here at The Fuel Store, we are transforming the Fleet and Fuel industry for good! We are proud to be the number one reseller in the UK, through providing unrivalled support to our customers that fuels the lifeblood of Britain’s roadways.

As a family run business and over 9 years’ under our belt, we have always been determined to deliver on our founding principle; fuelling better for our customers. From single-vehicle operators to multi-fleet solutions, our customers are genuinely at the forefront of everything we do. We believe that our services will allow them to reach heights they didn’t even know possible and we love being part of that journey! 

Our significant growth has led us to investing further across our Customer Service team to increase revenue, partnerships with our customers and in deliver the best possible service. With this comes requirements for a Customer Service Coordinator to join us! You will be extensively trained and supported to become an ambassador of The Fuel Store, to become a product expert and offer advice and expertise to our customers. 

Brief Overview: 

Permanent Opportunity: Full Time 

Basic Salary: £26,000 - £29,000 Dependent on experience 

Location: Birmingham, City Centre (4 Days Office, 1 Day Work from home) 

Requirements 

First point of contact for inbound customer queries via various communication methods such as Email, Phone Call, Website 

Provide a high level of customer service to our customers. 

Take payments and allocate them correctly to accounts. 

Place replacement orders (fuel cards etc…) 

Become a product expert and offer advice and expertise to our customers. 

Generate customer requested reports. 

Handle customer escalations and have ownership until satisfactory resolution. 

Work with our 2nd line support teams for suppliers. 

Action customer related tasks on our CRM system. 

Keep records up to date for customers. 

Work closely with Account managers. 

Understand and discuss invoices and billing with customers. 

To contribute to The Fuel Store’s success, you will need to: 

Have at least 1 year in a similar Customer service contact centre role 

Be a great communicator 

Have excellent listening skills 

Be an effective troubleshooter 

Show experience using office 365 software (word, excel, outlook) 

Be a team player with an understanding of wider business relationships 

Show a positive attitude 

Show Resilience 

As well as having the right experience, a Fueller will have: 

Strong motivation to work in a fast-paced environment 

Great aptitude for overcoming challenges by having a naturally inquisitive mind 

Ability to challenge the status quo; actively seeking to understand HOW something works, not just WHY 

Resilience and ability to focus on the detail but not forget the bigger picture 

Ability to work hard as an individual but also bring value to the wider team 

Excellent communicator and act as an “ambassador” for all stakeholders 

Ability to be logical when making decisions 

Excellent organisation and time management 

Be commercially savvy 

What’s in it for you? 

Salary Sacrifice Pension Scheme: After 12 weeks of continuous employment, you will be automatically enrolled into our Pension Scheme. 

Life Assurance: Payable at 3x Basic Salary 

Health & Wellbeing: You will have access to MediCash upon passing their probation, this will allow you to access healthcare cashback schemes, retail discounts, counselling, for yourself and up to 4 Children. 

Private Healthcare: Access to private healthcare as part of your benefits package 

Holiday Entitlement: You will be entitled to 26 days annual leave plus all statutory holidays, you  increase personal holiday allowance with increased service up to 5 additional days. 

Financial Advice: Access to 1-2-1 financial advisor sessions free of charge. 

Supporting local charities: We are passionate about giving back to the local community and supporting charities as much as we can. 

Salary Sacrifice: Opt in schemes such as EV, Childcare, Groceries & more to maximise your earnings. 

A little more for you to know… 

We want to be a place where everyone has a sense of belonging. Our team is growing rapidly and that means that we want collaborative, talented Fuellers to help us to invent The Fuel Store’s future. We will support you, nurture you, and give you the best platform to succeed – we just need you to have that drive and willingness to learn! 

If you think that you could add value here at The Fuel Store, please apply. Equally, if you think your experience only meets part of the requirements, apply anyway! We’d love to