Customer Service Advisor

Role Overview

We are looking for a proactive and customer‑focused Customer Services Advisor to join our team. This role is key to delivering outstanding customer service in line with company policies and procedures.

Responsibilities

• Serve as the first point of contact for customers, ensuring queries are handled promptly and professionally while coordinating vehicle collections, deliveries, and courtesy cars.
• Deliver excellent customer service by understanding customer needs and expectations.
• Maintain a professional presence at the reception desk, dealing with customer queries efficiently.
• Handle dissatisfied customers calmly and, when required, escalte complaints to the General Manager or Production Manager.
• Create and manage job documentation, customer records, and follow‑up systems.
• Arrange vehicle collections and deliveries, including courtesy vehicles.
• Issue courtesy cars following correct procedures and ensure all paperwork is completed accurately.
• Explain courtesy car controls, fuel requirements, insurance cover, excesses, and any additional contributions.
• Maintain up‑to‑date knowledge of insurance company policies, including courtesy car provision and labour rates.
• Ensure vehicles are not released until payment confirmation is received.
• Liaise with drivers to ensure paperwork is completed and transport schedules are followed.
• Work closely with the workshop, production manager, and assistants to monitor vehicle progress and update customers on completion times or delays.
• Assist customers with booking vehicles in for repair when required.
• Ensure all customer portals are kept accurate and up to date.
• Carry out general administrative duties, including end‑of‑day cash handling.
• Adhere to all company policies, procedures, and SLA requirements.

Qualifications

• Strong communication and customer service skills.
• Calm and professional when dealing with complaints or challenging situations.
• Highly organised with excellent attention to detail.
• Confident using computer systems and online portals.
• Ability to work well as part of a team and liaise with multiple departments.
• Previous customer service or automotive/insurance experience desirable but not essential.

Benefits

• 33 days’ holiday (including bank holidays).
• Comprehensive internal and external training.
• Pension scheme and death‑in‑service insurance.
• Enhanced maternity and paternity pay.
• Perkbox – access to hundreds of discounts and rewards.
• MediCash – free healthcare scheme.
• Childcare vouchers or workplace nursery benefit.
• Free on‑site parking.
• Uniform provided.

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