Customer Service Advisor

Job title: Customer Service Advisor
Department: Activate Accident Repair
Location: AAR Hampton, Unit A and B, Sandfield Industrial Estate, Oldfield Rd, Hampton TW12 2HR
Hours: 45 hours a week (Mon-Fri)
Salary: We are a Real Living Wage Employer

We're looking for a Customer Service Advisor to join our team and play a key role at Activate Accident Repair Hampton.

Role Overview

First point of contact for customers and colleagues visiting the Bodyshop. Responsibilities include greeting customers, issuing courtesy cars, liaising with the workshop and updating customers.

Key Responsibilities

• Responsible for the reception area, including greeting customers and providing a positive and welcoming experience.
• Deliver exceptional customer service.
• Co ordinate and manage the logistics of a collection/delivery service based on a large fleet of courtesy cars.
• Liaise with the workshop to determine vehicle completion times and delays, relaying any special instructions from the customer with regards to deadlines.
• Regularly update the customer with progress on their repair.
• Carry out visual inspections of courtesy or customer vehicles to identify any accidental damage caused to avoid uninsured loss damage costs.
• Process payments and issue invoices.
• Supporting with handling complaints in line with Company policy.
• Adhere to all company policies, procedures, and service level agreements.
• Knowledge and compliance with Health and Safety regulations.

Skills and Experience

• Strong attention to detail.
• Ability to deal professionally with the issues that arise.
• Excellent communication skills in all areas, including by telephone, email and in face to face situations.
• Computer literate.
• Ability to understand, implement and review complex processes.
• Proactive.
• Ability to organise time and resources.
• Good time management and prioritisation skills.
• Handling confidential information.

Benefits

• 33 days holiday, including bank holidays
• Quarterly bonus scheme up to £450 per quarter
• Annual pay review
• Personal health cash plan - claim back the cost of everyday healthcare such as dental and optical check ups
• Enhanced maternity, paternity, adoption and shared parental pay
• Life assurance at three times your basic salary
• Free breakfasts and fresh fruit
• Birthday surprise for everyone