Customer Service Advisor

Our client, a leading bodyshop, is seeking a Customer Service Advisor with proven experience working within a bodyshop environment.

Role Overview:

As a Bodyshop Customer Service Advisor, you will:

• Maximise customer awareness of all available company services
• Ensure the highest level of customer care and satisfaction at all times
• Maintain excellent standards of departmental administration
• Organise daily collection and delivery operations

Key Performance Measures:

• Sales versus objectives
• Customer Satisfaction Indicator
• Bodyshop Key Performance Indicators (KPIs)
• Employee appraisals

Key Responsibilities:

Maximise Customer Awareness of Bodyshop and Retailer Services

• Promote all products and services available to customers
• Proactively engage with customers, assisting with enquiries regarding vehicle repairs, parts, and vehicle sales

Deliver Exceptional Customer Care and Satisfaction

• Maintain a welcoming presence at the reception desk, promptly addressing customer queries in person or by telephone
• Explain technical information clearly and without excessive jargon, or refer customers to the appropriate team member
• Handle dissatisfied customers calmly and professionally, escalating complaints to the Bodyshop Manager as necessary

Maintain High Standards of Departmental Administration

• Initiate new claims using the management system and maintain accurate customer records and follow-up procedures
• Manage customer contact and bookings in line with company and insurance policies
• Administer courtesy car allocation, ensuring all documentation is completed accurately and copies of driving licences are obtained where applicable
• Keep computerised customer records up to date, including detailed notes after every communication or event
• Manage communications with customers and insurers as required
• Support the Bodyshop Manager with administrative tasks as needed
• Ensure compliance with all health and safety, environmental, and company policies
• Receive and register payments, following company procedures for verification, handling, and depositing of funds
• Prepare and present invoices promptly after work completion, verifying that all work has been completed and charged correctly, and obtain payment in accordance with company policy
• Ensure all job pack documentation, including wheel alignment and final inspection paperwork, is scanned and filed appropriately

Organise Daily Collection and Delivery Operations

• Maintain effective communication with parts and workshop teams, attending daily production meetings
• Notify customers promptly when their vehicles are ready and arrange convenient collection or delivery times
• Ensure sufficient resources are available to meet collection and delivery requirements at all times
• Monitor loan car requirements in coordination with workshop control

Salary and Benefits:
Starting salary is £30,000, progressing to £32,000 upon successful completion of the probationary period. Annual reviews will follow thereafter. The role also includes an excellent benefits package.