Remarketing & Defleet Administrator

We're looking for a Remarketing & Defleet Administrator join our Remarketing team.

This role plays an important part in ensuring vehicles are processed efficiently at the end of their contract and that customers receive a fair and professional experience throughout the vehicle return process. You'll investigate customer queries and complaints, liaise with suppliers and internal teams, and ensure vehicle inspections and damage charges are handled in line with industry standards.

Key Responsibilities…

• Managing customer queries and complaints relating to vehicle returns and damage charges

• Investigating complaints and providing fair, timely and customer-focused resolutions
• Ensuring vehicle inspections are completed in line with BVRLA Fair Wear and Tear guidelines
• Reviewing inspection reports and ensuring customers are only charged for damage that falls outside accepted standards
• Working closely with suppliers, inspection providers and internal teams to resolve issues
• Monitoring work in progress to ensure service levels and department targets are achieved
• Maintaining accurate records across all relevant systems
• Recording and reporting inspection discrepancies and non-conformance issues
• Responding to customer enquiries within agreed service levels
• Supporting continuous improvement by identifying recurring issues and opportunities to improve processes

Skills and Experience…

• Previous experience in a customer service, complaints handling, administration or operational support role
• Strong communication skills, both written and verbal
• Excellent attention to detail and accuracy
• Good organisational and time management skills
• Ability to manage a high volume of work and prioritise effectively
• A proactive approach and confidence using your own initiative
• Strong problem-solving skills and a customer-focused mindset
• Good IT skills and confidence using multiple systems
• Experience investigating customer complaints
• Experience within the automotive, fleet, leasing or vehicle rental sector is highly advantageous.