VWFS Fleet is celebrating Ellie Francis, Fleet Sales Support Executive, after she won the FN50 Individual Customer Service Award at the Fleet News’ annual dinner last month.
The award recognises team members who go the extra mile for their customers and was hotly contested. Ellie was crowned the winner for being ‘a shining star’ and ‘outstanding’, as described by VWFS Fleet customers.
Ellie recently moved roles to Sales Support Executive within VWFS Fleet’s Customer Service Team, following her hard work and continuous improvement to customer service. Ellie’s forward-thinking approach and attitude has seen her make significant positive changes to the customer experience, which have shown her eye for detail and commitment to her customers and her role.
Recently, Ellie has created bespoke end-of-contract processes for Yorkshire Ambulance Service, taking into account the complex conversions on the emergency service vehicles. These processes have ensured that vehicles were collected without being charged for specific conversion costs.
Other significant projects Ellie has worked on include:
- Developing a new calculator for the Risk Team, with an easy-to-follow procedure map.
- Working on VWFS Fleet’s pricing matrix to make it clearer for customers, and reflecting this in customer agreements to ensure the correct term and mileage are shown, ultimately saving customers money.
- Creating a Salesforce knowledge bank to ensure all accurate customer process information is written in an easy-to-follow format and available for the wider team to access.
Another of Ellie’s core projects is VWFS Fleet’s Total Loss (TL) process. Ellie led this project to update the process and deliver training to her team, which helped mitigate the risk for the customer.
On her recent award, Ellie says:
“I’m so humbled and grateful to receive the FN50 Individual Customer Service Award. As a team, we’re always looking for ways to improve the service we offer our clients, and it’s lovely to be able to cement and share the success of those improvements with this award.”
Jonathan Glenn, General Manager of Customer Services at VWFS Fleet, adds: “Ellie is a driven and dedicated member of the team and a credit to VWFS Fleet. The quality of her work is outstanding. She deals with numerous complex queries with a positive attitude, and most importantly, she tries to do right by the customer in everything she does. This is vital for our approach at VWFS Fleet and Ellie embodies this.
“In sharing her knowledge and expertise, she drives others in the team to continue to deliver such a high level of customer service and ensure a positive customer journey and experience.”
Congratulations to VWFS Fleet’s very own ‘shining star’ Ellie Francis!