Customer Service Fleet Administrator

Northumbria Healthcare NHS Foundation Trust; Seaton Delaval; On-site; GBP 24,000 - 27,000; Full time

Job summary

A healthcare organization is seeking a Customer Service Fleet Administrator to join their fast-paced Fleet Solutions team. You will primarily handle customer queries via calls and emails. The ideal candidate will have customer service experience, preferably in a call center, and be proficient in Microsoft Office. Full training will be provided, and the role is office-based. The opportunity offers a salary ranging from £24,937 to £26,598 annually plus bonus.

Qualifications

• Must be confident in handling both inbound and outbound calls.
• Previous experience in a call centre is desirable.
• Academically educated or experienced in customer service/administration.

Responsibilities

• Field incoming calls and manage employee queries via email.
• Handle problems relating to lease cars and insurance.
• Provide contentious information professionally and non-confrontationally.

Skills

Customer service

Call handling

Microsoft Office

Database management

Education

A level/NVQ level 3 or relevant experience

Job description

Customer Service Fleet Administrator

The closing date is 22 December 2025

An exciting opportunity has arisen to join the fast paced Fleet Solutions team who manage salary sacrifice schemes.

The successful candidate will be required to work in a fast‑paced environment and mainly deal with customer queries via email and on the telephone.

Candidates with previous call centre experience desirable but not essential, as long as the candidate is willing to learn on the job. Full training will be provided.

The successful candidate must be confident in handling both inbound and outbound calls in large volumes on a daily basis.

This is an exciting opportunity to join a commercially focused department within Northumbria Healthcare NHS Foundation Trust.

Previous applicants need not apply.

This is an office based post.

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received

Main duties of the job

Being part of the Fleet Solutions team means that you are part of the Northumbria Family. The main duties of the role focus around administrative tasks relating to the management of salary sacrifice schemes.

The successful candidate will be required to field incoming calls, manage employee queries via email and also carry out administrative tasks necessary to the schemes that we operate.

The successful candidate must be confident using different Microsoft Office packages and also navigating web based systems.

About us

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state‑of‑the‑art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.

Job responsibilities

• Develop and maintain relationships with key industry personnel, e.g. Vehicle Manufacturers, NHS approved leasing companies, client Trust liaison officers, insurance company staff, Home Electronic Scheme suppliers, government officials and other key external contacts.
• Handle all problems/issues relating to the provision of lease cars and the subsequent delivery, on‑going maintenance, insurance and payments. This process involves complex queries and negotiation is often necessary, as is a sensitive approach.
• Deal with a wide variety of queries from employees, leasing companies, dealers, pool car providers/users, insurance brokers and managers/budget holders.
• Required to provide contentious information e.g. the challenging of and/or withdrawal of Trust employees entitlement to a lease car or advising drivers are liable to pay for damage to cars. This information must be relayed in a professional and non‑confrontational manner.
• The post holder is required to explain financial aspects of both schemes. This includes; how costs to drivers vary with different vehicle types, mileages and the effect that benefit in kind has on users tax codes.
• Describe and explain technical specifications of different manufacturers and models of car.
• Understand and explain the varying complexities of salary sacrifice and how these relate to car lease and home electronic schemes.
• Manage the delivery of vehicles with lease companies/dealers, which often includes the rescheduling of vehicle delivery dates, often at very short notice and with inconvenience and cost to suppliers.
• Manage the process of Home Electronics from enquiry to order to delivery to end of lease, with customers and their employees.
• Ensure vehicles are ordered at the most advantageous price from the panel of suppliers to gain best value for the trust and its customers.
• Evaluate quotations for repairs of vehicles, assess if quote is reasonable and if so approve.
• Responsible for converting quotations into placed business.
• Identify and react to potential customer enquiries ensuring a very high level of accuracy.
• Work efficiently and enthusiastically towards the team targets.
• Identify and highlight potential sales opportunities e.g. targeted vehicles.
• Handle potential customers who have registered on the system but not progressed to the quotation stage, obtained quotes but not ordered and accepted quotes but not returned complete paperwork.
• Engage with customers on the live chat area of the website (when developed).
• Responsible for answering routine customer queries prior to point of order ensuring the highest possible conversion rates are achieved.
• Handle routine queries from drivers over the sales element of the scheme.

Qualifications

• Academically educated to A level/NVQ level 3 standard or relevant experience in a customer service environment or business administration.

Experience and knowledge

• Knowledge and expertise gained through experience of working within the financial and/or transport/motor industry/staff benefit fields or a customer service related industry.
• Knowledge or experience of working with databases.
• Call Centre Experience

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

Northumbria Healthcare Manufacturing and Innovation Hub

Contract

Permanent

Reference number

319-7604142JN-A

Job locations

Northumbria Healthcare Manufacturing and Innovation Hub

Salary

£24,937 to £26,598 a year per annum plus bonus