Summary
As a Customer Service Advisor, you will be instrumental in delivering outstanding support to our clients, ensuring their needs are met with professionalism and efficiency. Your core communication skills will enable you to effectively engage with customers. Additionally, your analytical skills will aid in resolving issues and improving processes. This role is vital to maintaining customer satisfaction and fostering long-term relationships, contributing to the overall success of our organisation.
Primary Objectives
- To ensure the efficient operation of the Customer Service Cases.
- To ensure high levels of customer service is achieved and dealer, customer & clients needs are fully met.
- To ensure all administrative processes are maintained and company policy and process is always followed.
Requirements of the role
- Track all cases visible on the Case Management system, adhering to SLA’s – 30 minutes for New Hires / 4-6 hours into hire.
- Review customer insurance qualification against insurance policy terms.
- Confirm the booking to the customer immediately by telephone and email & meet customer expectations.
- Deal with enquires and reservations from dealers and customers as required.
- Respond to telephone reservations to operational standards & ensure all staff adhere to this also.
- Amend bookings immediately upon receipt of notification using company procedures.
- Inform the customer of potential problems arising to ensure full transparency either by telephone, email or text.
- Manage all incoming queries to the Customer Service phone line, including dealer, client, and customer requests to operational standards.
- Maintain reservations logs in connection to your own hire cases.
- Deal with incoming queries via email to the designated Customer Service Inbox including dealer, client, and customer requests to operational standards.
- Liaise with suppliers to find solutions when applicable, either by phone or email.
- Track and complete booking closures upon request.
- Ensure any issues between integrated systems are resolved.
- Manage the booking process & ensure customer remains in a continuation of hire.
- Manage all non warranty hires to ensure the customer is updated accordingly and our client does not incur hire charges beyond what has been authorised.
- Raise any concerns with the relevant department or management, to ensure processes are being followed as per company procedures.
- Maintain administrative reservation logs to operational standards on a daily basis.
- Providing support to the wider teams where necessary.
- Ensure all cases & notes are updated on a rolling basis.
Skills & experience requirements
- Proven experience within a customer service/administration role.
- Good levels of communication skills.
- Highly accurate verbal and written communication is key.
- Initiative-taking and highly organised.
- Ability to work on own initiative, under pressure and to deadlines.
- Comfortable communicating and influencing at all levels of the business.
- Ability to work in a fast-paced environment.
- Experience of working with high call volumes desirable but not essential.
- Ability to use a variety of IT packages and learn new bespoke software.
Person specification
- Ideally 1 years’ demonstrable experience in customer service/administration environment
Job Types: Full-time, Permanent
Pay: £26,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Work from home
Ability to commute/relocate:
- Milton Keynes MK14 6FG: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- What is your notice period?
Experience:
- Customer service: 1 year (preferred)
- Administrative: 1 year (preferred)
Location:
- Milton Keynes MK14 6FG (preferred)
Work Location: Hybrid remote in Milton Keynes MK14 6FG
