Customer Service Advisor

Our client is seeking a Customer Service Advisor to join their team.

Key Responsibilities:

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• Maximise customer awareness of all available company services.
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• Ensure the highest level of customer care and satisfaction at all times.
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• Maintain excellent standards of departmental administration.
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• Organise daily collection and delivery operations.
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• Monitor sales against objectives.
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• Track Customer Satisfaction Indicators.
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• Maintain Bodyshop Key Performance Indicators (KPIs).
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Customer Service Advisor

Customer Awareness and Service Promotion:

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• Promote all Bodyshop and Retailer services to maximise customer awareness.
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• Ensure customers are informed about all products and services available.
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• Proactively approach customers and assist with inquiries relating to vehicle repairs, parts, and vehicle sales.
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Customer Care and Satisfaction:

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• Maintain a visible presence at the reception desk, promptly addressing customer queries in person or by telephone.
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• Respond to customer questions regarding technical issues clearly and without excessive jargon, or refer to the appropriate team member as necessary.
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• Handle dissatisfied customers calmly and escalate complaints to the Bodyshop Manager.
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• Initiate new claims on the management system, maintain accurate customer records, and follow up as required.
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• Manage initial customer contact and bookings in accordance with company and insurance policies.
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• Follow established procedures when issuing courtesy cars, ensuring all paperwork is correctly completed and copies of driving licences are obtained when applicable.
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• Maintain up-to-date, computerised customer records, documenting all communications and events thoroughly.
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• Manage communications systems with customers and insurers as required.
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• Assist the Bodyshop Manager with administrative tasks as needed.
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• Ensure compliance with all health and safety, environmental, and company policies.
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• Receive and register payments for work completed, adhering to company procedures for verification, handling, and depositing of cash.
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• Prepare and present invoices promptly upon job completion, ensuring all work is accurately detailed and charged, and obtain payment in line with company protocols.
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• Ensure all job pack paperwork, including wheel alignment and final inspection documents, is scanned and filed correctly.
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Collection and Delivery Operations:

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• Coordinate daily collection and delivery operations effectively.
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• Maintain close liaison with parts and workshop teams, attending daily production meetings.
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• Notify customers promptly upon completion of work and arrange convenient vehicle returns.
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• Ensure adequate resources are available to meet collection and delivery requirements.
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• Monitor and manage loan car requirements in coordination with workshop control.
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Salary and Benefits:

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• Salary: £30,000, rising to £32,000 following successful probationary period.
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• Excellent benefits package.
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