Customer Service Advisor

Stoke-on-Trent

Summary of Position:

The Customer Service Representative plays a key role in delivering exceptional service in line with company policies and procedures. This position focuses on ensuring that all customer queries are handled promptly, courteously, and efficiently. The role also involves coordinating the collection and delivery of customer vehicles and courtesy cars, ensuring a seamless experience from start to finish.

Key Duties and Responsibilities:

Provide outstanding customer service by understanding and meeting customer needs and expectations.

• Maintain a professional presence at the reception desk, ensuring all customer queries are handled promptly and effectively.
• Manage dissatisfied customers calmly and escalate any complaints to the Bodyshop Manager as appropriate.
• Initiate and maintain accurate job documentation, customer records, and follow-up systems.
• Follow correct procedures when issuing courtesy vehicles, ensuring all paperwork is completed accurately.
• Explain courtesy vehicle features and fuel requirements to customers.
• Stay informed and up to date with insurance company policies, including courtesy car provisions and labour rates.
• Ensure all courtesy vehicles are covered by comprehensive insurance before release and that any applicable excess or contributions are clearly explained to the user.
• Confirm all customer payments have been received before releasing completed vehicles.
• Coordinate with drivers to ensure all transport documentation is completed and schedules are followed.
• Communicate with the workshop to confirm vehicle completion times, update customers on progress, and advise of any delays or changes.
• Liaise with the Bodyshop Manager and team regarding customer arrivals and specific issues.
• Comply with company policies, procedures, and all Service Level Agreement (SLA) requirements.
• Assist customers with booking vehicles for repair as required.
• Perform general administrative duties.
• Maintain accuracy of all system portals and ensure data is kept up to date.
• Complete end-of-day cash procedures.

Additional Requirements:

This role requires flexibility. Additional or alternative duties may be assigned from time to time, and occasional work at other company locations may be required. Attendance at relevant training courses will also form part of the role to support continuous professional development.

What’s In It for You:

• 33 days holiday (including bank holidays)
• Ongoing training and development – we invest in our people
• Pension scheme & death in service insurance
• Enhanced maternity & paternity pay
• Perkbox – unlock exclusive discounts and rewards
• MediCash – free health cover
• Uniform provided