Customer First - Always

• Manage all customer procedures and ensure the desk delivers on these
• Ensure the call, fax or email is answered  in a timely manner
• Understanding customers’ needs to offer the best solution to their needs
• Build long term customer relationships.
• Accuracy within all Speedy operating systems (Axapta specifically)
• Ensure timely resolution of queries/complaints/ loss/ damage is achieved via consistent communication and effect escalation delivering resolution on or exceeding expected timeframes

One Team – One Speedy

• Liaising with all parts of Speedy to ensure customer satisfaction is exceeded
• Understanding and practical knowledge of all working practices (on hires, off hires, cross rentals, breakdowns, back on hires, loss, damage, etc)
• Monitor team performance to ensure service excellence
• Support the team operationally as required
• Ensure continuous development of your team through coaching
• Personal responsibility for continuous development by actively participating in the ongoing training programme
• Attend 1-2-1s and work towards achieving goals set.
• Deliver informal individual 1-2-1’s
• Excellent standards of attendance and punctuality
• Respect for all people and property at all times

Keep it simple, do it well, keep it safe

• Producing reports as and when required
• Ensure accuracy of information within all systems
• Follow all agreed processes and procedures both Speedy and customer
• Excellent management of Operations Schedule
• Communicate at all times keeping everyone fully informed
• Organise and Plan effectively

Driven by success and reward

• Producing reports as and when required

Take the Lead – Find a better way

• Selling the benefits of new products and attempting to up-sell existing products
• Actively looking to make improvements both personally and for the business
• Actively suggest improvements and better ways of working
• Keep work area clean and tidy
• Other duties as required.

Key Measures of Performance

• Smooth Day to day supervision of hire desk operations
• Good team leadership
• Customer satisfaction scoring via dashboards
• Resolution of customer queries
• Individual accuracy service level target of 98% for  tasks undertaken
• Loss/ damage resolutions
• Recorded attendance at 1-2-1’s and training
• Absence recording information
• 360 degree feedback
• Diarised 1-2-1 notes and action plans
• Ops schedule targets vs actual figures on dashboard

• Team Leader
• Team Player
• Problem Solving
• Attention to Detail
• Excellent Customer Service Skills
• Capable of developing strong relationships
• Taking ownership and responsibility
• Competent levels of IT understanding
• Strong analytical and problem solving skills combined with excellent communication skills
• Able to deliver excellent customer service, externally and internally
• Rail Product knowledge and experience