Make sure all customers KPI’s and SLA’s are met when dealing with all requests
Support the management team with any tasks/requests as required by the demands of the Service Centre.
Ensure all warranty items are issued to correct suppliers within reasonable timescales.
Make accurate frontline decisions within a timely manner, ensuring correct placement of vehicles whilst maintaining cost controls.
Responsible for the movements of broken-down vehicles and replacement vehicles (spares) to cover within KPI and SLA time frames.
Chase Suppliers on the timely completion of jobs, keeping VOR within KPI.
Update notes on system to reflect status of jobs and log any calls received to and from customers. Keep customer informed at all time of status of repair of vehicle and adhere to any queries from the customer in a timely manner.
Picking up any additional areas or tasks that require support as and when required within the team.
What you will bring
Essential: Minimum GCSC level or equivalent
Desirable: CS related qualification
Previous working experience within a customer orientated, service environment, preferably within the automotive industry.
Experience of working in a customer services centre.
Knowledge of vehicle parts would be an advantage.
Knowledge and Skills
Ability to prove and demonstrate your experience in the provision of high levels of customer satisfaction.
Excellent communications skills and the ability to clearly communicate information both verbally and in writing
Excellent computer literacy, a working knowledge of Kerridge or R2C is preferable
Ability to work as part of a team and on your own.
Attention to detail. Must be flexible and motivated
To be confident to work independently and have confidence to make decisions alone.
Professionally presented and possess a good work ethic.
Ability to pro-actively provide solutions and solve internal and external customer queries.
To be highly self-motivated - Essential
We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
