Customer Service Advisor

ROLE PURPOSE

As a Customer Service Advisor, you will play an important role in ensuring that our customers' fleets are well maintained and that our customers are are well-informed throughout the maintenance journey. Your primary objective is to provide exceptional customer service and support in managing fleet maintenance queries and requirements. Your role will contribute to building strong relationships with our customers and ensuring the efficient and effective maintenance of their commercial vehicles.

POSITION IN ORGANISATION AND LIMITS OF AUTHORITY

Reports to – Customer Service Manager

Internal Contacts – Collaborating closely with the Fleet Engineering, Rental, Sales, and Finance teams

External Contacts – Engaging with customers and suppliers

KEY RESPONSIILITIES

Customer Communication:

• Respond promptly and professionally to calls and emails from customers regarding maintenance queries and requirements.
• Handle customer enquiries with empathy and patience, working towards effective issue resolution.
• Keep customers well-informed about the progress of their fleet, especially while off road (VOR).

Vehicle Maintenance Management:

• Obtain comprehensive information about the vehicle's status, collaborating effectively with our supplier network to accurately assess maintenance requirements.
• Utilise understanding of commercial vehicles to gauge the validity of repairer updates, challenging and verifying timelines for repairs when necessary.
• Diligently manage an allocated repairer update inbox, following up on vehicle statuses and seeking clarifications or additional information as needed.
• Ask informed and insightful questions to obtain precise information, ensuring data accuracy and quality on vehicle status updates.

Document and Record Keeping:

• Maintain accurate and thorough records of vehicle information and updates on our systems.

Issue Resolution and Internal Collaboration:

• Escalate issues internally when appropriate, ensuring a seamless flow of information to resolve complex matters.
• Collaborate with the Fleet Engineering team and provide comprehensive and relevant information for informed decision-making.

QUALIFICATIONS AND EXPERIENCE REQUIRED

• Minimum of 2 years experience in a customer service role, ideally within the commercial vehicle or rental industry.
• Knowledge of commercial vehicles and fleet management is highly advantageous.
• Excellent verbal and written communication skills are essential       Exceptional problem-solving abilities and attention to detail.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• Willingness to collaborate with colleagues and other departments to achieve common goals and provide the best customer service possible.
• Willingness to learn and adapt to evolving processes and technology.

KEY MEASURES OF SUCCESS / PERFORMANCE

Customer Satisfaction: Achieve consistently high customer satisfaction concerning communication and information updates related to fleet status. 

Timely Maintenance Updates: Ensure the prompt delivery of all fleet updates to customers. Track and report on the percentage of updates delivered within agreed-upon timelines.

Reporting: Maintain a high level of accuracy in our operating system Simply Objects, ensuring that vehicle statuses, repairer updates, and other data are up-to-date and error-free.  

Effective Supplier Collaboration: Build strong working relationships with suppliers to enhance communication and streamline maintenance processes.

Issue Escalation and Resolution: Measure the time taken to escalate and resolve issues, with the aim of achieving swift resolutions to minimise customer disruption.

Other Benefits:

25 days holiday plus BH

Holiday Trading Policy – Buy/Sell up to 5 days holiday a year

Birthday Holiday Policy

Pension

Hours:

Mon – Friday on a weekly rotating shift pattern of early (7am-4pm) and late (9am to 6pm).

We do have a hybrid policy in place which means you can work 2 days a week from home if you wish, these 2 days are on a rota system so won’t be the same 2 days each week.