JOB SUMMARY

Reporting to the National Service Manager this role is focussed on customer satisfaction, financial performance and warranty handling.
The fundamentals of the role are to support the National Service Manager to evolve the department into high performance using all available tools at your disposal to be a high performing service advisor.
The measures of effectiveness will sit with financial and quality KPI’s which will be communicated in time for the coming period of measurement.

CUSTOMERS

• Ensure customer satisfaction is at the core everything you do
• Answer all calls into the department and facilitate a great outcome for the caller
• Deliver competitive, timely and accurate quoting and invoicing for all jobs
• Utilise all tools to drive trust and revenue (C it Now)
• Drive C it Now engagement using the dashboard and process maps
• Safeguard the customers vehicle and possessions whilst in the departments care
• Maintain effective communication both pre and post job
• Provide regular and timely updates to customers at all times
• Job Description - Overview
• Responsibilities
• Upsell work and services to customers on site
• Utilise all available tools to effectively market the customer base for future work (prospecting)
• Ensure fact-based responses are delivered to all customer queries
• Ensure that all forms of communication are responded to within agreed SLA’s
• Effectively receive, manage, resolve and record any customer complaints and feedback and escalate where appropriate

REQUIREMENTS

• Proven experience of working in an effective aftersales environment
• Knowledge of customer service principles and practices
• Confident telephone manner
• Great interpersonal skills
• Good data entry and typing skills, paired with knowledge of I.T & Microsoft packages
• Commitment to delivering a high level of customer service
• Business focus and a desire to succeed beyond what is expected
• Resilient and flexible and able to work in a fast paced, dynamic and demanding workplace
• Good attention to detail with excellent planning and organisation skills
• Flexibility to respond to a variety of work situations
  Join our team where your skills will contribute significantly to our commitment to customer satisfaction and operational excellence.
  Job Types: Full-time, Permanent
  Pay: £25,500.00 per year

Benefits:

• Additional leave
• Company pension
• Employee discount
• Free flu jabs
• Free parking
• Health & wellbeing programme
• Referral programme
• Sick pay

Work Location: In person
Expected start date: 15/09/202