Customer Service Advisor

Description

Our client, a leading bodyshop, is seeking a Customer Service Advisor with proven experience working within a bodyshop environment.

Role Overview:

As a Bodyshop Customer Service Advisor, you will:

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

Key Performance Measures:

Sales versus objectives

Customer Satisfaction Indicator

Bodyshop Key Performance Indicators (KPIs)

Employee appraisals

Key Responsibilities:

Maximise Customer Awareness of Bodyshop and Retailer Services

Promote all products and services available to customers

Proactively engage with customers, assisting with enquiries regarding vehicle repairs, parts, and vehicle sales

Deliver Exceptional Customer Care and Satisfaction

Maintain a welcoming presence at the reception desk, promptly addressing customer queries in person or by telephone

Explain technical information clearly and without excessive jargon, or refer customers to the appropriate team member

Handle dissatisfied customers calmly and professionally, escalating complaints to the Bodyshop Manager as necessary

Maintain High Standards of Departmental Administration

Initiate new claims using the management system and maintain accurate customer records and follow-up procedures

Manage customer contact and bookings in line with company and insurance policies

Administer courtesy car allocation, ensuring all documentation is completed accurately and copies of driving licences are obtained where applicable

Keep computerised customer records up to date, including detailed notes after every communication or event

Manage communications with customers and insurers as required

Support the Bodyshop Manager with administrative tasks as needed

Ensure compliance with all health and safety, environmental, and company policies

Receive and register payments, following company procedures for verification, handling, and depositing of funds

Prepare and present invoices promptly after work completion, verifying that all work has been completed and charged correctly, and obtain payment in accordance with company policy

Ensure all job pack documentation, including wheel alignment and final inspection paperwork, is scanned and filed appropriately

Organise Daily Collection and Delivery Operations

Maintain effective communication with parts and workshop teams, attending daily production meetings

Notify customers promptly when their vehicles are ready and arrange convenient collection or delivery times

Ensure sufficient resources are available to meet collection and delivery requirements at all times

Monitor loan car requirements in coordination with workshop control

Salary and Benefits:

Starting salary is £30,000, progressing to £32,000 upon successful completion of the probationary period. xjnqpsq Annual reviews will follow thereafter. The role also includes an excellent benefits package

Ad ID: 5417950504