Behind the Scenes

February 12, 2019

Allied Fleet’s busy customer service department work tirelessly to address all enquiries regarding products and services across all main trading brands while providing exceptional service.

We spoke to Andy Robertson, customer service manager, to gain a behind the scenes insight in to his role in the busy department.

Hi Andy, how long have you been working for the company?

I’ve been working for the company for over 4 years.  My first year I was brought in for call quality to monitor communication throughout the business to ensure our customers are receiving a consistent level of service.  After a year I then moved in to the role of customer service manager where I manage a dedicated team of customer service advisors overseeing that all calls are handled efficiently and in a timely manner.

What does a normal working day look like in customer services?

It’s a very fast paced environment and we’re always kept busy.  As a team, we manage and deal with a wide range of customer enquiries, aiming to exceed customers expectations and meet their requirements.

In our busy department we follow up on calls with a variety of customers, including fleet companies to ensure they’re satisfied with their minibus conversions.  This is just one of many follow up calls we manage daily to provide excellent customer care.

What are the biggest challenges you face in your role?

We want to make sure that we get it right for every customer, so we aim to deal with all enquiries quickly and efficiently.  However, this can be a challenge because we often have to liaise with third parties on the customer’s behalf, whether this is their leasing company, local repair centre or internally at Allied. The customer service team receive regular training and we work well together, so our collective goal is to always provide the best possible outcome for our customers.

And finally, what do you enjoy most?

I enjoy that each day is never the same, one day I could be answering questions about a school minibus and the next I could be helping a customer source a part for their patient transport ambulance.  Helping fleet customers that have very specific needs can be very rewarding. Allied is expanding and developing new products and services so a big part of my role is building knowledge which I also enjoy.