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Job description

We have an exciting opportunity for a Customer Service Advisor/ Bookings Advisor to join our Customer Operations Team in South Shields on a Full-Time, permanent position.

As the Customer Service Advisor, you will be responsible for the end-to-end customer experience for our fleet customers and suppliers, ensuring that their experience with us is efficient, timely and professional in line with agreed service level agreements and provision of a brilliant customer experience.

Role & Responsibilities of a Customer Service Advisor

• To monitor and schedule any new booking requests received online, phone and bookings inbox. Taking responsibility from creation to completion.
• Proactive booking and scheduling re-occurring maintenance work and allocating time requirements.
• Collaborate with field technicians to ensure that we are successful on customer service delivery.
• Collaborate with internal parts and authorities’ team to ensure smooth transition of parts.
• Job pre validation to ensure accuracy of information.
• Booking customers vehicles in for MOT/Servicing through the Rivus Mobile network or in-house and external garages ensuring minimised travel time.
• Liaise with the Field Technician to ensure that the customer requirements are understood and executed.
• Develop relationships with customers to improve trust and transparency.
• Proactively support customer SLA’s and KPI’s.
• Proactively identify potential compliance risks within the customer fleet.
• Identify opportunities to reduce vehicle downtime and business costs by efficiently booking jobs linked to customers skill and area.
• Communicating between customer, technicians

Skills & Experience

Required

• Be able to demonstrate experience of communication skills or working in a customer service environment.
• Excellent relationship management skills
• Excellent administration skills
• Excellent organisational and time management skills
• Computer literate and a good knowledge of computer-based systems including Microsoft Office Suite (Word, PowerPoint, Excel)
• Demonstrate the ability to work on own initiative and as part of a team.
• Demonstrate excellent attention to detail.
• Demonstrate a proactive and organised approach.

Desirable

• Knowledge of using Lean CI to create and use standard working practices that add value to the customer experience.
• Knowledge of the automotive fleet industry would be beneficial.
• Good geographical knowledge would be beneficial.
• Previous job planning and scheduling experience.

Job Types: Full-time, Permanent

Salary: £21,647.00 per year

Benefits:

• Free parking
• On-site parking
• Transport links

Schedule:

• Day shift
• Monday to Friday
• Overtime

Work Location: In person