Our client is seeking a Customer Service Advisor to join their team.
Key Responsibilities:
Maximise customer awareness of all available company services.
Ensure the highest level of customer care and satisfaction at all times.
Maintain excellent standards of departmental administration.
Organise daily collection and delivery operations.
Monitor sales against objectives.
Track Customer Satisfaction Indicators.
Maintain Bodyshop Key Performance Indicators (KPIs).
Customer Service Advisor
Customer Awareness and Service Promotion:
Promote all Bodyshop and Retailer services to maximise customer awareness.
Ensure customers are informed about all products and services available.
Proactively approach customers and assist with inquiries relating to vehicle repairs, parts, and vehicle sales.
Customer Care and Satisfaction:
Maintain a visible presence at the reception desk, promptly addressing customer queries in person or by telephone.
Respond to customer questions regarding technical issues clearly and without excessive jargon, or refer to the appropriate team member as necessary.
Handle dissatisfied customers calmly and escalate complaints to the Bodyshop Manager.
Initiate new claims on the management system, maintain accurate customer records, and follow up as required.
Manage initial customer contact and bookings in accordance with company and insurance policies.
Follow established procedures when issuing courtesy cars, ensuring all paperwork is correctly completed and copies of driving licences are obtained when applicable.
Maintain up-to-date, computerised customer records, documenting all communications and events thoroughly.
Manage communications systems with customers and insurers as required.
Assist the Bodyshop Manager with administrative tasks as needed.
Ensure compliance with all health and safety, environmental, and company policies.
Receive and register payments for work completed, adhering to company procedures for verification, handling, and depositing of cash.
Prepare and present invoices promptly upon job completion, ensuring all work is accurately detailed and charged, and obtain payment in line with company protocols.
Ensure all job pack paperwork, including wheel alignment and final inspection documents, is scanned and filed correctly.
Collection and Delivery Operations:
Coordinate daily collection and delivery operations effectively.
Maintain close liaison with parts and workshop teams, attending daily production meetings.
Notify customers promptly upon completion of work and arrange convenient vehicle returns.
Ensure adequate resources are available to meet collection and delivery requirements.
Monitor and manage loan car requirements in coordination with workshop control.
Salary and Benefits:
Salary: £30,000, rising to £32,000 following successful probationary period.
Excellent benefits package
