Working under the guidance of the Call Centre Manager and Fleet Service Supervisors, the main aim of a fleet service advisor is to provide excellent customer service; to meet and exceed their customer’s requirements and KPI’s.
An excellent position has come available to work with one of Cambridge's outstanding employers.
The role is for a Service Advisor responsible for the movements of broken-down vehicles, replacement vehicles and parts.
This position would suit someone with call centre experience, an administrator or someone with a customer service background.
PURPOSE OF THE POSITION
Working under the guidance of the Call Centre Manager and Fleet Service Supervisors, the main aim of a fleet service advisor is to provide excellent customer service; to meet and exceed their customer’s requirements and KPI’s.
ESSENTIAL JOB FUNCTIONS
- Answer all inbound calls to the Customer Service Centre within KPI
- Prioritising workflow to maximize time efficiency, to meet productivity & quality targets.
- Deliver exceptional customer service across the board by achieving on-time delivery, product excellence and adherence to customer requirements.
- Build close working relationships with the suppliers/internals to promote co-operation and ensure utilisation and optimisation of work allocation.
- 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.
Qualifications
BASIC QUALIFICATIONS
- Essential: Minimum GCSC level or equivalent
- Desirable: CS related qualification
Experience:
- 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
- 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.
Additional information
This role is a 4 on/ 4 off shift basis 44 hours between the hours of 12pm to 12am
In addition to a competitive hourly rate and overtime, we offer a range of benefits including 24 days' holiday, generous contributory pension scheme, life assurance, a wide range of product discounts and health benefits.
Marshall Group is an Equal Opportunity Employer
Marshall Group is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, colour, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here.
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