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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.
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 job 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 ANS on our bespoke system, telephone and Email
Updating job records on our system with any details discussed in regards to the job, from acceptance of the breakdown all the way through to completion.
Communicating with all staff via internal messaging system, external messaging and telephone
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.
Providing customers with quotations for both roadside and workshop services.
Receiving and verifying payment for work via cash and credit card.
Carrying out invoicing of company work to motoring organisations.
Updating both computer and paper records as necessary
Assisting in the cleaning and presentation of the control centre.
Working with the staff to implement policy updates and training requirements.
Understanding the Company quality system in relation to the control room.
The Shifts / Hours:
This customer service advisor role is a night shift working role:
1700-0500 or 1900-0700 on a 4on4off pattern.
(These hours maybe subject to change and are for illustration purposes only)
About You:
We are looking for an enthusiastic and self motivated professional with the following key qualities
Excellent planning and memory you will be monitoring up to 50 vehicles at any one time and your decisions directly affect both quality of service and Company profitability.
Team skills you will need to work with a small team of people within the Control Room and good communication is essential to get the best from this team.
Customer skills an excellent telephone manner and the ability to reassure stranded motorists.
Pressure absorption at times the Control Room can be a very hectic place, with many phone calls and high work volumes. You will need to deal with this calmly but still be able to focus on delivering great service.
Personal ambition and motivation you will need to demonstrate both personal ambition and a desire to grow this forward thinking Company.
Supervisory skills you will be issuing work instructions to roadside staff on a daily basis.
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 in Southern 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, mobile tyre services, 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
Due to the rural location of our head office, own transport is essential.
