Details:
- Location: Cambridge
- Date: 1 month ago
Description:
An opportunity has opened up within our call centre for a Service Advisor, working under the guidance of the Call Centre Manager and Fleet Service Supervisors. The normal hours of work are 4 days on/ 4 days off shift pattern 6am to 6pm.
The main aim of a fleet service advisor is to provide excellent customer service; to meet and exceed their customer's requirements and KPI's.
Answer all inbound calls to the Customer Service Centre within KPI
Prioritising work flow to maximize time efficiency, to meet productivity & quality targets
Deliver exceptional customer service across the board by achieving on-time delivery, product excellence and adherence to customer requirements.
Build close working relationships with the suppliers/internals to promote co-operation and ensure utilisation and optimisation of work allocation.
Make sure all customers KPI's and SLA's are met when dealing with all requests
Support the management team with any tasks/requests as required by the demands of the Service Centre
Ensure all warranty items are issued to correct suppliers within reasonable timescales.
Make accurate frontline decisions within a timely manner, ensuring correct placement of vehicles whilst maintaining cost controls.
Responsible for the movements of broken down vehicles and replacement vehicles (spares) to cover within KPI and SLA time frames.
Chase Suppliers on the timely completion of jobs, keeping VOR within KPI.
Update notes on system to reflect status of jobs and log any calls received to and from customers. Keep customer informed at all time of status of repair of vehicle and adhere to any queries from the customer in a timely manner.
Qualifications
Ability to prove and demonstrate your experience in the provision of high levels of customer satisfaction.
Excellent communications skills and the ability to clearly communicate information both verbally and in writing
Excellent computer literacy
The benefits we will offer you include:
25 days holiday increasing with service
Pension contributions up to 6%
Extensive flexible benefit program
Life assurance at 4x basic salary
Access to industry leading wellbeing resources and tools