Communication is key for customer service

Luan Mattocks, Fleet Customer Support Supervisor

I’m told I am the “Big Yellow” in the Fleet department. This means I am always positive and upbeat and that’s without coffee! It really is a compliment to hear that and tells me I’m in the right role here in the business, especially since I’m so passionate about customer service. I think that comes across in my role as supervisor of the repairs, maintenance and breakdown team in our Wolverhampton office.

Having worked for Asset Alliance Group for four-and-a-half years, I can honestly say no day is the same and that’s what I love about the job. It’s such a varied role. You’re never doing the same thing twice.

We have a Fleet team of around 35 staff who look after more than 4,000 vehicles – and that’s everything from roadside repairs and recovery jobs to calculating estimates and sorting parts, as well as managing compliance, safety, repair and maintenance.

We also handle enquiries about defects or damage to vehicles that need booking into workshops to repair. Managing a fleet has many different dimensions and my team manages only a part of this job.

We liaise with transport managers, drivers and garages, and we are always ready to tackle problems in a friendly manner. We only want satisfied customers and to make sure we can offer the highest standards of customer care. My team has increased from three people to seven in the last year or so.

This means we can be a lot more proactive and get in touch with customers regularly to update them on breakdown jobs or maintenance issues. That might be letting them know when an engineer is on the way or when parts have been ordered and are expected to arrive. Being proactive in our contact and communications is key. Customers really appreciate this.

A lot of work and training takes place each month to ensure the importance of providing a personal service is never lost and is ingrained in the work culture so that problems are quickly resolved.

I love working at Asset Alliance Group. It’s a fantastic team. I don’t just mean immediate colleagues, but also those in other departments, the managers and directors. It’s like a family. And there’s a great network of people you can call on to help… there’s always someone there for you.