Fleet Alliance

Client Services Representative

• Responsible for the day-to-day management of the Client Services Team
• Ensure that the team performs efficiently and minimises the number of issues that arise
• Ensure team objectives are met
• Manage the day-to-day workload of the team
• Manage the day-to-day escalations within in the team
• Training/coaching of all new customer service staff
• Identify training needs and assist with “on the job” training where appropriate
• Ensure that we are within our SLAs for all areas and suggest process improvements where necessary
• Suggest process changes/system developments to allow better efficiency within the department
• Resolve any escalated issues in a timely and efficient manner
• Escalate any issues to Client Services Team Manager timely to ensure a quick resolution
• Provide required reports to Team Manager
• Work closely with finance companies to ensure our processes are in line with the standards required
• Assist with monthly billing to Fleet Managed clients
• Assist in the implementation of new Fleet Managed clients
• Deliver key projects agreed at the start of the year

Client Services Team Leader

Support Engineer

• Provide application support and maintenance across Fleet Alliance’s operational business systems including CRM, eFleet, Concilium, the Salary Sacrifice platform and associated integrations.
• Deliver development projects including new functionality, feature enhancements, workflow improvements and configuration changes.
• Develop and maintain integrations between internal systems, third-party platforms and external APIs.
• Carry out bug fixes, data maintenance, configuration updates and user access related changes across operational systems.
• Participate in deployment, testing and release activities across operational systems and platforms.
• Collaborate with developers, analysts and third-party suppliers to deliver system improvements and operational changes.
• Transition to supporting newer strategic platforms and technologies as legacy operational systems is progressively decommissioned and replaced.
• Balance operational priorities alongside ongoing development and enhancement activities across multiple systems and workstreams.
• Contribute to regular technology and development team meetings.
• Work closely with internal stakeholders to understand operational challenges and deliver effective technical solutions.
• Troubleshoot and debug application issues to improve system stability, performance and operational efficiency.
• Develop and maintain CSV, ad-hoc and operational reports including modifications to existing custom CRM reports.
• Maintain existing systems, recommending improvements to technology and optimising processes where appropriate.
• Investigate, troubleshoot and resolve application issues, defects and operational problems across business-critical platforms.

Applications Support Developer

Administration

• Processing of new orders from all sales channels within the business.
• Complete pre order checks and place order with dealerships/manufacturers.
• Promptly and professionally receive all telephone calls (overspill from reception).
• Support sales staff by developing an interest in orders, incoming calls and general business.
• Communicate professionally with sales staff and deliver solutions when issues arise.
• Secure finance quotation and manage the anti-money laundering checks process.
• Assist with dealer to secure escalations.
• Complete delivery today calls to customers to ensure everything went smoothly with delivery.
• Adept at using CRM and ensuring that the system is kept updated.
• Deal with ad hoc queries from customers, and provide information as required.
• Cover for other roles and Reception when required.
• Conducting weekly follow-ups on outstanding administration fees with customers and reporting actions and outcomes to line management.

Sales Support Administrator – Maternity Cover

Business Analyst

• Provide oversight of business analysis activities within the delivery function, ensuring consistency and quality of delivery.
• Act as an escalation point for complex requirements, issues, and stakeholder challenges.
• Work closely with the Head of Technology to support and shape the technology roadmap and prioritisation of initiatives.
• Conduct stakeholder interviews and workshops to gather and document requirements as user stories, process flows, or business requirements.
• Engage stakeholders regularly to understand and align their needs with project objectives.
• Analyse workflows to identify gaps and recommend process improvements.
• Collect and interpret data from various sources to guide decisions and validate solutions.
• Assess and challenge proposed features for alignment with business needs pre- and post-development.
• Prepare project documentation, updates, and reports on progress, risks, and outcomes.
• Develop training materials and user guides for new systems and processes.
• Collaborate with developers and IT to clarify requirements and ensure solutions meet expectations.
• Support test planning, execution, and UAT to ensure solutions meet requirements.
• Serve as a point of contact for system queries, offering guidance and basic technical support.
• Deliver solutions end-to-end by managing plans, tasks, stakeholders, and communication across the full project lifecycle.

• Provide oversight of business analysis activities within the delivery function, ensuring consistency and quality of delivery.
• Line manage and support the development and performance of business analysis resources within the delivery function.
• Act as an escalation point for complex requirements, issues, and stakeholder challenges.
• Work closely with the Head of Technology to support and shape the technology roadmap and prioritisation of initiatives.
• Conduct stakeholder interviews and workshops to gather and document requirements as user stories, process flows, or business requirements.
• Engage stakeholders regularly to understand and align their needs with project objectives.
• Analyse workflows to identify gaps and recommend process improvements.
• Collect and interpret data from various sources to guide decisions and validate solutions.
• Assess and challenge proposed features for alignment with business needs pre- and post-development.
• Prepare project documentation, updates, and reports on progress, risks, and outcomes.
• Develop training materials and user guides for new systems and processes.
• Collaborate with developers and IT to clarify requirements and ensure solutions meet expectations.
• Support test planning, execution, and UAT to ensure solutions meet requirements.
• Serve as a point of contact for system queries, offering guidance and basic technical support.
• Deliver solutions end-to-end by managing plans, tasks, stakeholders, and communication across the full project lifecycle.

Client Services Team Leader

Applications Support Developer

Sales Support Administrator – Maternity Cover

Business Analyst

Senior Business Analyst