Customer Service Advisor

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.