Customer Service Advisor

Customer Service Advisor

Temp – perm

£12.71 per hour

Monday – Friday 8:30am – 5:00pm

NG16, Nottingham

Job Purpose

Our client is seeking a proactive and customer focused After Sales Customer Service Advisor to join their Aftersales team. This is a key position responsible for delivering an exceptional customer experience throughout the ownership journey.

The successful candidate will serve as the primary point of contact for customers requiring warranty support, servicing, repairs, technical assistance and general aftersales enquiries.

Working closely with workshop controllers, technicians, manufacturers and suppliers, you will ensure customer concerns are handled professionally, efficiently and with a strong customer first approach.

Job Duties

• Act as the first point of contact for customer enquiries via phone, email and in person
• Manage customer bookings for servicing, repairs, warranty work, inspections and accessory installations
• Provide regular updates to customers on the progress of repairs, parts and warranty claims
• Handle warranty claims from initial submission through to completion, including liaison with manufacturers and suppliers
• Ensure all warranty documentation, service records and customer data are accurate and up to date
• Coordinate closely with workshop controllers, technicians and service advisors to schedule and prioritise work
• Monitor job progress and proactively manage delays, communicating clearly with customers at all times
• Resolve customer queries and complaints in a professional, empathetic,and timely manner
• Maintain strong relationships with customers to encourage repeat business and referrals
• Process service-related administration including invoices, job cards, CRM updates and correspondence
• Ensure service schedules and workshop capacity are aligned with customer expectations
• Gather and act on customer feedback to improve service quality and satisfaction
• Support departmental targets including customer satisfaction, retention and turnaround times
• Identify opportunities to improve internal processes and overall customer journey efficiency

Key Skills

• Previous experience in customer service
• Strong communication skills
• Excellent organisational skills and ability to manage multiple ongoing tasks
• High attention to detail
• Ability to work calmly and professionally under pressure

• Positive, professional and dependable attitude
• Strong problem, solving ability
• Empathetic and patient when dealing with customer concerns
• Team player with a proactive mindset
• Willingness to learn and develop within the role

EMA25