Customer Service Administrator

Job summary

An exciting opportunity has arisen to join the fast paced Fleet Solutions team who manage salary sacrifice schemes. The successful candidate will work in a fast-paced environment, primarily handling customer queries via email and telephone, in a high-volume call centre setting. Previous call centre experience and familiarity with salary sacrifice queries are desirable. Full training will be provided. This is an office-based post within Northumbria Healthcare NHS Foundation Trust.

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.

The role focuses on administrative tasks relating to the management of salary sacrifice schemes. Responsibilities include fielding incoming calls, handling employee queries via email, and performing administrative tasks necessary to the schemes. The candidate should be confident using Microsoft Office and navigating web-based systems.

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, including the Northumbria Specialist Emergency Care Hospital. We provide services from local facilities and care for people in their homes, with a focus on high-quality patient care and strong patient experience initiatives.

Date posted 04 March 2026

Pay scheme Agenda for Change

Band Band 3

Salary £26,598 a year per annum plus bonus

Contract Permanent

Working pattern Full-time, Part-time, Flexible working

Reference number JN

Job locations Northumbria Healthcare Manufacturing and Innovation Hub, Avenue Road, Seaton Delaval, NE25 0QJ

• Develop and maintain relationships with key industry personnel, including Vehicle Manufacturers, NHS approved leasing companies, client Trust liaison officers, insurance company staff, Home Electronics Scheme suppliers, government officials and other external contacts.
• Handle problems related to the provision of lease cars including delivery, ongoing maintenance, insurance and payments; this may involve complex queries and negotiation in a professional, non-confrontational manner.
• Respond to a wide variety of queries from employees, leasing companies, dealers, pool car providers/users, insurance brokers and managers/budget holders.
• Provide information about financial aspects of both schemes, including how costs vary by vehicle type, mileage and benefit in kind on tax codes.
• Explain technical specifications of different manufacturers and models of cars; understand complexities of salary sacrifice and how they relate to car lease and home electronics schemes.
• Manage vehicle deliveries with lease companies/dealers, including rescheduling dates on short notice and managing cost to suppliers.
• Oversee Home Electronics from enquiry to order to delivery and end of lease, with customers and their employees.
• Ensure vehicles are ordered at the most advantageous price from the panel of suppliers to gain best value for the trust and its customers.
• Evaluate quotations for repairs, assess reasonableness, and approve as appropriate; convert quotations into placed business.
• Identify and respond to potential customer enquiries to ensure high levels of accuracy and deliver team targets.
• Identify and highlight potential sales opportunities (e.g., targeted vehicles) and handle customers who are in various stages of the quotation and order process; engage with customers on the live chat area of the website when developed.
• Respond to routine customer queries prior to order to maximise conversion rates; handle routine queries from drivers regarding the sales element of the scheme.

Qualifications

Essential

• Academically educated to A level/NVQ level 3 standard or relevant experience in a customer service environment or business administration.

Experience and knowledge

Essential

• Knowledge and experience in the financial and/or transport/motor industry, staff benefit fields or a customer service related industry.
• Knowledge or experience of working with databases.

Desirable

• Call Centre Experience
• Good communication skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.

Employer name Northumbria Healthcare NHS Foundation Trust

Address Northumbria Healthcare Manufacturing and Innovation Hub, Avenue Road, Seaton Delaval, NE25 0QJ

Employer's website