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Our people are enthusiastic, friendly and great at what they do. Were always looking for people like them and when we find them, we give them the opportunity to grow with us - both as professionals and individuals. Together we work to provide great services to our customers. So, if youre looking for a role in a company where your passion for customer service can come to life, a career with Westbourne Motors might be the right one for you.
What You Will Do:
Recognising that customers demands are forever changing, we are looking for analytical individuals that are prepared to go above and beyond to solve our customers problems in their hour of need.
You will have excellent planning and memory skills as the control room sees a high volume of calls, so the ability to prioritise and organise is key.
The jobinvolves accepting details of new breakdowns from our customers digitally, selecting the best resource to send and then keeping contact with the stranded motorist during the progress of the breakdown. This customer service position provides the vital link between our motoring organisation customers, our roadside staff and the customer. It will be your job to update the computer records in detail and provide quotes for repair work as well as take payments.
About The Job:
The control centre in Hickstead, West Sussex is the heart of Westbourne Motors. Here we receive up to 800 breakdowns a day from household names like AA, RAC and Green Flag, together with calls from car dealerships, independent garages and private customers.
The role of Customer Service Advisor involves taking calls for assistance, advising our customers of job progress and keeping all parties informed. The CSA position provides the vital link between motoring organisations, our own roadside staff and the stranded motorist. Duties of the position include: -
- Receiving calls for assistance via telephone, online messaging system, internal messaging system & RAM communications
- Recording all details taken from customers on the computer database.
- Communicating with all staff via telephone, internal messaging & email.
- Calling destination garages to ensure vehicles are booked in for delivery to enable an efficient turnaround time for roadside operative.
- Monitoring progress of all work and keeping all parties updated.
- Updating computer job records with details of each job as operatives arrive and complete tasks. In addition there are a number of records which are completed on paper based systems.
- Receive calls regarding queries of non roadside services including parking and workshop services and where necessary give advice or route calls to the correct person.
The Shifts / Hours:
This customer service advisor role is a shift working role:
Week 1
Monday to Friday Summer: 0900 to 1700, Winter: 0700 to 1500.
Week 2
Monday, Tuesday, Thursday, Friday - Summer:1400 to 2200, Winter: 1200 to 2000
Saturday - Summer: 1100 to 1900, Winter 0900 to 1700
(These hours maybe subject to change and are for illustration purposes only)
About You:
If you have the following skillset, please get in touch!
- Excellent communication skills - clear, articulate and effective verbal and written communication, with the ability to listen actively and respond empathetically to our customers and roadside colleagues.
- Customer Service - commitment to providing a high level of customer service. Being patient, empathetic and able to handle distressed customers.
- Able to remain calm and professional during challenging interactions.
- High attention to detail - being able to accurately record information and date whilst following procedures and protocols.
- Strong computer skills.
- An understanding of the automotive roadside rescue and recovery industry would be advantageous, although full training would be given.
- Previous call-centre or relevant experience is desirable.
Who We Are:
Westbourne Motors are a well-established and successful family owned business. We are also one of the largest independent roadside breakdown specialists inSouthern England. We have a passion for customer service and achieve this with great people and the latest equipment.
What We Do:
We specialise in vehicle recovery for major failure or accident, roadside repairs, mobiletyreservices, mobile fuel decontamination, workshop repairs after breakdown through our own network and onward travel.
What Youll Love
- A good salary with plenty of opportunity for overtime if required
- Company pension scheme
- Generous holiday allowance
- Company uniform
- Recommend a friend scheme £300
- Training provided
- Loyalty service scheme
