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Senior MPS Advisor

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

United Kingdom

Offer summary

Qualifications:

Experience in customer service management., Strong administrative and organizational skills., Ability to conduct credit checks., Familiarity with data protection regulations..

Key responsabilities:

Assist in managing the Monthly Payment Scheme team.
Conduct credit checks and manage customer accounts.

World Kinect Energy Services Utilities (Electric, gas & water) XLarge https://www.world-kinect.com/

5001 - 10000 Employees

See all jobs

Job description

At World Kinect, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

Reporting to the Customer Service and MPS TLer, the Senior Customer Service Advisor - MPS is an entry level leadership role covering the Monthly Payment Scheme aspect of our domestic customer service function.

Assisting the Customer Service and MPS TLer in managing and overseeing all customer service and administrative tasks in relation to customers using our Monthly Payment Scheme (MPS) including but not limited to:

Assist Customer Service and MPS TLer in managing the day-to-day operations of the Monthly Payment Scheme team and the C&I Support team to ensure KPI targets are met and performance standards are maintained to a high level.
Working to manage all aspects of the Monthly Payment Scheme offering, ensuring the administration and customer management is kept up to date.
Setting up MPS accounts on behalf of customers
Conducting credit checks for prospective MPS Customers and working with the depots to manage deliveries for customers who fail
Confirming Direct Debit details and setting up via a mandate script
Liaising with customers regarding their monthly payment amounts, current and future usage and any issues likely to arise
Working closely with the Finance and Exposure Control teams to ensure all accounts remain in balance and any shortfalls are identified and paid promptly
Conducting all administrative tasks involving the Monthly Payment Scheme
Monitor and contact lapsed and lapsing customers to minimise customer churn
Handling accounts on behalf of deceased customers and their families sensitively
Cleanse and follow up at Domestic customer year end to ensure data remains up to date and relevant
Working closely with Customer Services and Operations teams to remedy any issues with orders placed by MPS customers
Help identify areas of efficiency in process and speed of customer approvals
Work within WFS process and DOA guidelines
Acting in a manner in line with Watson Fuel’s vision and values at all times
Work to ensure MPS customers where needed adopt a paperless environment
Compliance with Data Protection Act & GDPR
Compliance with Company Policies & Procedures

From time to time you may be asked to complete general customer service activities including but not limited to:

Complaint resolution within a timely manner and in accordance with company expectation.
Confirming order status with customers
Advising customers of non-delivery specifics
Dealing with customer enquiries relating to orders and deliveries
Taking inbound calls from customers.
Liaising with Sale Advisors, Business Account Managers, Customers, internal departments and Suppliers
Processing orders from customers during busy periods
Updating customers account details

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Please note that by submitting an employment application you consent to World Fuel Services processing your information for this role and potentially for future employment opportunities, in accordance with applicable laws. To learn more about how we protect and/or process personal information, please visit the WFS Privacy Center at: https://www.wfscorp.com/en/privacy-center.