customer relations Glasgow, Scotland
Job description
Everyone knows Kwik Fit for our tyres, but these days we do a whole lot more. Servicing, fleet services, fast-fit – whatever comes our way, our teams have what it takes to get the job done properly. And whilst half of our MOT and service appointments are booked in advance, either online or over the phone, we are still ready to save the day for customers who need us at the drop of a hat. You could say we’ve learnt to expect the unexpected!
That’s what it’s all about for us – being there for customers in their hour of need and delivering friendly service of the highest quality when they need it most. It’s what makes our centres a valued part of their local communities.
And we’re just as dedicated to our staff. With Kwik Fit you’ll be given every opportunity to develop your skills using state-of-the-art equipment and working with some of the biggest brands out there.
Sounds good, doesn’t it? That’s why we say, ‘you can’t get better’.
The role
Our Motability Advisor is a multi-skilled roll, providing outstanding service to our customers. You will be required to make bookings, handle complaints, and troubleshoot problems in a professional and polite manner to ensure effective resolution and customer satisfaction.
The ideal candidate will be customer focused, detail oriented and innovative. You should be polite, accurate, knowledgeable and able to work well within a team.
Able to adapt your skills and knowledge to create a one stop shop for our Motability Customers, whilst delivering a world class customer experience.
Key accountabilities
- Achieving personal and team targets.
- Maintain high levels of customer awareness and flexibility.
- Report areas of improvement or concern to Coach/Manager.
- Work as a conscientious team member.
- Promote a professional image of Kwik Fit and Motability.
Skills & experience
- Striving to achieve first call resolution and maintain the quality of service provided by the call centre.
- Using listening skills to understand the needs of the customer before offering the best possible solution.
- Responding efficiently to customer and creating a positive experience.
- Remaining calm and professional while dealing with our customers and providing them with best solutions to resolve their issues.
- Joining a team of Call Centre Customer Service representatives and building a positive relationship of teamwork, trust and excellence.
- Participating in training and motivated to increase and improve existing skills
- An ability to adapt to various functions within the team, whilst reaming customer focused.
Background and Knowledge
- Exceptional telephone manner, customer service skills, active listening skills, verbal, and written communications skills.
- Proven ability to assess information and make informed decisions.
- Ability to resolve conflict and diffuse tension.
- Strong time management skills.
- Taking ownership of each situation, to ensure we reach an appropriate resolution.
Other
- 33 days annual leave including bank holidays, increasing to 38 days with service
- Exclusive discounts at major retailers, restaurants, holidays and much more
- Generous staff discounts for you and your family
- Award-winning training and development, with fantastic career prospects
- Wide range of wellbeing support for you and your family
Part time shift patterns available -
Saturday 8.30am until 5pm, Sunday 10am until 4pm - 14 hours over 2 days
Monday, Tuesday, Friday 2pm until 6pm, Saturday 8.30am until 5pm and Sunday 10am until 3pm - 25 hours over 5 days
Tuesday, Thursday, Friday and Saturday 8.30am until 12.30pm - 16 hours over 4 days
Monday, Tuesday, Wednesday and Friday 8.30am until 6pm - 36 hours over 4 days (4 week rotation of day off - Monday to Friday only, no weekends)
Job Reference: KF12872
