Account Manager

Inchcape UK
Portsmouth, UK
14 Sep 2019
21 Sep 2019
Contract Type
Full Time
Inchcape Fleet Solutions is part of the Inchcape plc group of companies. As a member of the wider Inchcape team, you will play a key part in the success of our hugely diverse global business. Inchcape operates in 32 international markets, with the UK being the largest market. Inchcape Fleet Solutions' key offering is fleet management and leasing services to corporate companies. Our vision is "to keep the wheels of commerce turning and provide a journey our customers come back for, delivered with care, warmth and pride".

Operational Account Manager - Inchcape Fleet Solutions, Portsmouth

Monday to Friday 9am - 5.30pm


Reporting to the Head of Account Management you will be responsible for the day to day client relationship working closely with the client and the IFS internal teams as required to deliver against all the Inchcape key performance indicators as agreed with the client and Strategic Account Manager.

The Operational Account Manager will deliver an incredible customer service to the client throughout the entire customer experience process. You will be required to have the ability to deal efficiently and effectively with all client escalated queries and be able to manage the client expectations achieving a high level of customer satisfaction.

This is an office based role, however there will be regular occasions when the Operational Account Manager will need to visit the client offices in Staffordshire and appropriate trade events.


Support Strategic Account Manager to meet Briggs AOP target.

Manage customer's vehicle replacement programme and ensure vehicles are returned according to targets.

Build a strong working relationship with the customer and strategic account manager, working collaboratively together in a partnership.

Take ownership of contractual obligations to ensure all agreed services are being managed.

Support Strategic Account Manager in implementing and delivering new products and services to Briggs.

Management of the pool fleet and IFS owned vehicles to control rental costs and maximise the use of unallocated vehicles.

Take ownership of all fleet related queries as required to ensure a satisfactory resolution.

Manage customer complaints and carry out root cause analysis. Take ownership of CSI & NPS driver feedback.

Act as key contact point in the delivery arrangements involving new vehicles and collection of return vehicles.

Work closely with the IFS Helpdesk and other internal IFS teams to continuously monitor and improve the processes in relation to the day to day fleet operations.

Chair and document regular communication sessions with the IFS internal teams, taking ownership of any actions identified.

Utilise IFS and industry data to identify trends and provide meaningful consultative recommendations to meet objectives.

Assist Strategic Account Manager with management information packs on a monthly and quarterly basis.

Attend quarterly operational and strategic client reviews with the Strategic Account Manager.

Work collaboratively with third party suppliers to propose and deliver client support in line with the clients Fleet Policy.

Support the Strategic Account Manager in the achievement of the client account plan.

Ad hoc tasks as agreed with the Head of Account Management.


Previous experience in an Account Management position preferable

Excellent communicator with strong customer focus

Strong ability to work on own initiative and take ownership

Excellent analytical skills and strong attention to detail

Strong performer within a team and/or individually

"Can do" attitude

Logical and practical problem solver, ability to multi-task and prioritise

Ability to take ownership of a requirement and deliver

Resilient and Resourceful

Computer Literate, particularity with Excel


22 days holiday, rising to 25 after 5 years

Company pension scheme

Life assurance

Discount gym membership

Vehicle purchase discount

Employee Advantage - retail discounts with over 3000 retailers

Cycle to work scheme

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