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.