Call Centre Agent

Hours of work: Full-time hours, Monday to Friday, based on 40 hours between 8.00am to 6.00pm and Saturday paid 9am to 1pm on a rota system (paid in addition)

Applicants must be within a reasonable commuting distance to Twickenham

The Role & Responsibilities:

Taking inbound and making outbound telephone calls to our customers to Book and schedule vehicle service and repair work, MOT’s and recalls. Responding to any questions or queries.

Your duties will include:

Key Tasks:

• Ensuring that all reception booking procedures are carried out, ensuring a steady and realistic flow of available work through the workshop and adhering to the recall process.
• Checking the online service books system as well as any direct email booking requests and make the necessary bookings and email the customers to confirm their appointments.
• Handling incoming service-related calls, provide advice to customers and / or arranging relevant bookings
• Making follow up calls after service visit
• Calling lapsed customers and chasing service reminder bookings

The Person:

Experience in the motor trade advantageous (although we would be keen to see applicants from other industries).

To be successful for this role you will need:

• Previous experience in Customer Service / Reservations / making bookings advantageous
• A polite and friendly personality
• Ability to work well under pressure
• Excellent telephone manner
• Computer literate (experience of Kerridge would be advantageous but-in-house training can be given)
• Exceptional communication skills
• A strong focus on customer satisfaction
• Good administration and organisation skills
• Ability to negotiate and influence situations
• Basic understanding of how a vehicle works
• 22 days holidays plus 8 bank holidays, increasing with tenure
• Cash Plan health insurance (cover dental care, scans, physio and much more)
• Long service awards
• Employee Assistance Program to look 24/7 after your wellbeing, include GP appointments, 7 days a week.

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