Client Services & Scheduling Administrator

IAA United Kingdom; Winsford; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Free onsite parking

Uniform and PPE provided

Employee discounts

Pension plan

Volunteering day

28 days holiday

Training and development

Job summary

IAA United Kingdom in Winsford is seeking a Client Services Scheduling Administrator to join a busy team. You will coordinate vehicle collections, respond to customer and client queries, and support claims processes ensuring service levels are met.

The role requires excellent administration, communication, and a professional telephone manner, with the ability to prioritise tasks in a fast-paced environment.

Qualifications

• Proven administrative and organisational abilities.
• Excellent communication and customer service skills.
• Professional telephone manner.
• Maths and English at a good standard.

Responsibilities

• Coordinate vehicle collections with policyholders, garages and repair centres.
• Handle queries from customers, clients, suppliers and third parties.
• Process client instructions including uplifts and salvage clearances.
• Support claims processes and settlements in line with SLA.

Skills

Administration

Communication

Customer service

Telephone manners

Time management

Teamwork

Reliability

Vehicle knowledge

Industry experience

Education

Maths & English

Job description

Client Services Scheduling Administrator

About The Role

We are looking for a proactive and organised Client Services Scheduling Administrator to join our busy team in Winsford. This role is ideal for someone with strong administration and customer service skills who enjoys working in a fast-paced environment and delivering excellent support to clients and customers.

You’ll play a key role in coordinating vehicle collections, handling customer and client queries, supporting claims processes, and ensuring service levels are consistently achieved.

Key Responsibilities

• Handle telephone, email, post, and portal-based queries from customers, clients, suppliers, and third parties in a professional manner, ensuring DPA/GDPR compliance at all times
• Carry out general client services administration, including scanning, filing, database updates, and user account/portal access management.
• Process client instructions such as manual and automated uplifts, salvage clearances, and respond to fines and penalty charge notices.
• Support customers with claims-related queries, cherished plate retention, finance management, and coordination of personal belongings returns.
• Liaise with internal teams (E.g. Client, Operations, Auction, and Scheduling) to resolve issues, including vehicles awaiting sale or collection.
• Arrange vehicle collections by contacting policyholders, holding garages, and repair centres, ensuring accurate information, charges, and driver notes are recorded.
• Negotiate and validate Garage release fees in line with company guidelines, confirming payment methods and obtaining client approval prior to allocation.
• Complete all reasonable tasks requested by department management in a timely, efficient, and safe manner.in a timely, efficient, and safe manner
• Manage claim settlements, including issuing settlement offers, liaising with customers to explain outcomes, objection handling and ensuring timely and accurate completion in line with SLA’s

Skills & Experience

• Strong administration and organisational skills
• Excellent communication and customer service skills
• Professional telephone manner
• Ability to prioritise workloads and work independently
• Positive attitude and strong team-working skills
• Reliable and punctual
• Knowledge of motor vehicles
• Previous experience within the motor industry

Qualifications

• Good standard of Maths and English

What We Offer

• Monday–Friday 40 hour week
• Ongoing training and development opportunities
• Free onsite parking
• Uniform and PPE provided
• Employee discounts on Vodafone, vehicle parts, and non-auction vehicles
• One paid volunteering day per year
• 28 days holiday including Bank Holidays
• Pension scheme with 3.5% employer contribution

Additional Information

Please note this role is subject to satisfactory DBS, Adverse financial check, and proof of Right to work in the UK.