Customer Service Advisor

The Vella Group; Stoke-on-Trent; On-site; GBP 20,000 - GBP 25,000; Full time

Job summary

A customer service-focused automotive company in Stoke-on-Trent is seeking a Customer Service Representative to deliver exceptional service and manage customer queries effectively. The role involves coordinating the collection and delivery of vehicles, maintaining accurate documentation, and ensuring customer satisfaction. Ideal candidates should have strong customer service skills and be comfortable using Microsoft products. Benefits include competitive salary, 33 days holiday, and ongoing training opportunities.

Benefits

33 days holiday

Ongoing training and development

Enhanced maternity & paternity pay

Exclusive discounts and rewards via Perkbox

Free health cover via MediCash

Uniform provided

Qualifications

• Experience in a customer service role, preferably in the automotive industry.
• Flexibility to work at other locations when required.
• Willingness to participate in ongoing training and development.

Responsibilities

• Provide outstanding customer service to meet customer needs.
• Manage customer queries at the reception desk.
• Ensure documentation for courtesy vehicles is accurate.
• Liaise with workshop and drivers for timely vehicle completion.

Skills

Customer service skills

Conflict resolution

Communication

Attention to detail

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

The Customer Service Representative plays a key role in delivering exceptional service in line with company policies and procedures. This position focuses on ensuring that all customer queries are handled promptly, courteously, and efficiently. The role also involves coordinating the collection and delivery of customer vehicles and courtesy cars, ensuring a seamless experience from start to finish.

Key Duties and Responsibilities:

Provide outstanding customer service by understanding and meeting customer needs and expectations.

• Maintain a professional presence at the reception desk, ensuring all customer queries are handled promptly and effectively.
• Manage dissatisfied customers calmly and escalate any complaints to the Bodyshop Manager as appropriate.
• Initiate and maintain accurate job documentation, customer records, and follow-up systems.
• Follow correct procedures when issuing courtesy vehicles, ensuring all paperwork is completed accurately.
• Explain courtesy vehicle features and fuel requirements to customers.
• Stay informed and up to date with insurance company policies, including courtesy car provisions and labour rates.
• Ensure all courtesy vehicles are covered by comprehensive insurance before release and that any applicable excess or contributions are clearly explained to the user.
• Confirm all customer payments have been received before releasing completed vehicles.
• Coordinate with drivers to ensure all transport documentation is completed and schedules are followed.
• Communicate with the workshop to confirm vehicle completion times, update customers on progress, and advise of any delays or changes.
• Liaise with the Bodyshop Manager and team regarding customer arrivals and specific issues.
• Comply with company policies, procedures, and all Service Level Agreement (SLA) requirements.
• Assist customers with booking vehicles for repair as required.
• Maintain accuracy of all system portals and ensure data is kept up to date.

Additional Requirements:

This role requires flexibility. Additional or alternative duties may be assigned from time to time, and occasional work at other company locations may be required. Attendance at relevant training courses will also form part of the role to support continuous professional development.

What’s In It for You:

• 33 days holiday(including bank holidays)
• Ongoing training and development – we invest in our people
• Enhanced maternity & paternity pay
• Perkbox– unlock exclusive discounts and rewards
• MediCash– free health cover
• Uniform provided

Job Types: Full-time, Permanent

• Company pension
• Private medical insurance
• Referral programme
• Sick pay
• Are you well versed in the use of Microsoft products - namely Outlook, Word (and Excel)?