Full job descriptionOur 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.