Garage Operations Representative London, England
Job description
We founded Fixter to bring car maintenance into the 21st century. Because we believe booking an MOT in this day and age should be as simple as booking a taxi, or ordering a takeaway. Simple, streamlined and stress-free. And completely on demand.
Bringing together car industry specialists and state-of-the-art digital experts, Fixter provides a complete end-to-end service with world-class customer experience, designed to liberate car owners from the stress of booking a high street garage service.
Since our launch in 2017, we have expanded to over 100 towns and cities across the UK and Europe, and are now trusted by thousands of car owners every month to take care of their cars! We have recently joined forces with Renault Group to continue our UK expansion and launch our service in France. So now is a super exciting time to join us!
The role:
Due to our continued expansion across the UK, a new opportunity has arisen to join our existing Garage Operations team.
Our garages are just as important to us as our "customers" - in fact, we see our garages as just another type of customer to Fixter, and treat our relationships with them in the same way.
Acting as the glue between our booking customers (members of the public) and our garage partners, in this role you'll do all you can to make sure both parties are kept informed and happy, whilst also maintaining a commercial approach when it comes to negotiating tricky situations.
You will manage the first line of contact with our garages in relation to new bookings. You'll have excellent time management and prioritisation skills when it comes to allocating the best matched garage for each booking, making sure to consider our customers' needs whilst also ensuring our garages are treated fairly.
To be successful in this role you will also have a natural sales ability in order to negotiate effectively and set expectations with our customers and garages. You'll also need to be organised and willing to multitask, by supporting different teams within your department.
Your main duties and responsibilities will include:
- Finding suitable garages for customers' bookings by considering the requirements of the customer and capacity of our garages
- Negotiating pricing of bookings with garages where appropriate
- Proactive outbound calls to customers who have booked with us in the past, to discover whether they may need to consider Fixters' service again soon and encourage them to book with us again
- Managing inbound calls and assisting with mechanical queries, you'll sometimes speak with customers who are not sure whether they need to book their vehicle in for repairs or not and are looking for mechanical advice
- Upselling and cross-selling our services where appropriate (for example, if the customer is booking a MOT, might they also be interested in a Service?)
- Proactively generating leads through various internal channels where customers have expressed an interest in booking with us previously
- Responding to live chat enquiries and occasionally supporting our general Customer Service team where needed
The ideal candidate will:
- Have demonstratable motor vehicle knowledge - mechanically minded, perhaps having experience of working in a similar role at a garage before, or even someone who is more of a "hands on" mechanic but looking for a change in career path
- Have a passion for best in class customer service, with confidence to speak with our garages and customers proactively over the phone
- Be confident with pushing back and negotiating where required
- Have excellent time-management skills and an ability to manage your own workload
- Be proactive in dealing with enquiries/complaints and opportunities to upsell or cross-sell our service
- Be flexible to meet the demands of our customers and garage partners - understanding what it means to have a "start-up" mentality, you'll be keen to get stuck in and multitask where needed
- Have excellent written communication skills
- Understand the important of building rapport with your colleagues and wider team
Additional Information
What we offer in return:
Not only will you receive a basic salary plus performance related bonus, but there are many other benefits to working at Fixter!
Working as part of a small team with a global mission supported by the backing of Renault, this is an unparalleled opportunity to be an early team member of what we believe will be one of the most famous start-ups of the next 10 years.
As part of a passionate, friendly and transparent team, you’ll enjoy a culture which encourages your suggestions for improvement as we grow.
Additional benefits include:
- Initial "Fixter" training and ongoing support from your team
- 25 days holiday PLUS bank holidays
- Hybrid flexible working - to be agreed with your manager
- Equipment to ensure you can effectively work from home. You'll be provided with a MacBook, plus £250 home office budget for anything else you need to get started
- Private Medical Insurance
- Pension with 4% employer contribution
- Training budget (to be discussed with your manager)
- Of course, you'll enjoy discounts on all Fixter services
- Regular social events to bring us together such as paintballing, bowling, and ping pong!
