Customer Service Representative

What will you be doing?

As the first point of contact for our valued customers, you'll play a pivotal role in managing the reception area, creating a welcoming environment, and ensuring customers feel well-informed and supported at every stage of their journey with us.

• Customer Relations & Reception Management:
  Offer exceptional service by managing the reception area and acting as the main point of contact for customers. Your friendly and professional demeanor will set the tone for every interaction.
• Service Scheduling & Planning:
  Take charge of the planning and scheduling of customer service appointments, ensuring smooth operations by coordinating the workshop planner and customer service plans with precision.
• MOT and Service Coordination:
  Handle the seamless booking of MOTs and both planned and unscheduled work in compliance with VOSA requirements, ensuring that every detail aligns with industry standards.
• Communication & Updates:
  Keep customers in the loop by providing timely updates before, during, and after any work is completed. Maintain accurate records in the workshop planner and relevant systems to ensure smooth communication across teams.
• Contract & Service Details:
  Update customers and workshop teams on contract types and work progress, proactively liaising between the two to ensure all incremental work is authorised promptly.
• Job Documentation Accuracy:
  Ensure the accuracy of job documentation received from the workshop, reviewing it meticulously to ensure smooth billing and service completion.
• Administrative Support: Support the depot with various administrative tasks, contributing to the efficiency of the operation and ensuring every detail is managed with care

Who are you?

• Organised & Methodical:
  You excel at staying organised and working efficiently, even in a fast-paced environment. You know how to prioritise tasks and keep everything running smoothly.

• Customer-Centric Attitude:
  With your friendly, approachable nature, you're driven to deliver exceptional customer service. You take pride in making sure every customer feels valued and supported.

• Effective Communicator:
  Whether it’s a customer or a colleague, you communicate clearly and confidently. You understand the importance of keeping everyone informed and building strong relationships.

• Solution-Oriented:
  You have the ability to quickly assess customer needs and offer the right solutions. Your problem-solving skills ensure that no issue is too big to handle.

• Attention to Detail:
  Accuracy matters to you. You spot the small things that make a big difference, ensuring that every task is completed to the highest standard.

• Strong Negotiation Skills:
  You know how to navigate discussions with tact and professionalism, ensuring positive outcomes for both the customer and the business.

• Calm Under Pressure:
  In a fast-paced, dynamic environment, you stay calm and composed. You’re able to manage stress effectively while delivering top-notch service.

• Flexible & Positive Mindset:
  You're adaptable and thrive when priorities change. You approach new challenges with a positive, can-do attitude.

• Team Player:
  You understand the power of collaboration and enjoy working as part of a team to achieve shared goals.

• Tech-Savvy:
  Basic knowledge of Word, Excel, and Outlook, along with general computer literacy, will help you thrive in this role.

What’s in it for you?

• Pension scheme.
• Access to salary sacrifice EV car scheme.
• Generous holiday allowance: Start with 25 days and watch it grow to 30 days with length of service, plus bank holidays.
• Enhanced family-friendly policies: We value work-life balance and offer enhanced family-friendly policies, including maternity leave with 6 months full pay and 6 months half pay, as well as 5-week paternity leave.
• Health Cash Plan.
• Employee Assistance Programme: Take advantage of our wellness, mindfulness, and counselling services to support your overall well-being.
• Discounts on various purchases: Enjoy savings on shopping vouchers, cinema tickets, holidays, and travel.
• Fitness perks: Access MyGym Discounts and MyActive Discounts.