Motor Assistance Coordinator - Surrey

£16,000 - Automotive - Customer Service
Ref: 86 Date Posted: Wednesday 25 Mar 2020
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Objective of the Role

To provide an efficient, professional and proactive response to requests for motor assistance, and to co-ordinate all aspects of this assistance in line with company procedures.

Main Duties

Customer Assistance

  • To handle all incoming and outgoing telephone calls in a prompt and courteous manner in line with the company and client expectations.

Telephone Advice

  • To provide a proactive response to assistance calls by advising client on minor technical queries and providing solutions.
  • To ensure that the relevant supervisor/Manager is informed of any service failure or potential problem.

File Management

  • To manage each assistance file to ensure that customers receive the most appropriate service in a timely and cost effective manner. 
  • To monitor all aspects of the file to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress.
  • To ensure that all benefits are applied in the most cost effective manner.

File Costings

  • To ensure that accurate costings are given for all assistance files utilising available systems.

You will be responsible for the following;

Health & Safety

  • To ensure that your work area is kept safe and tidy at all times.
  • To abide by the Health & Safety Work Act 1974.
  • To notify your supervisor/Manager of any Health & Safety issues which may cause harm to fellow employees.

Knowledge and development

Ensure that you maintain up to date knowledge concerning all aspects of the brand you represent.

To ensure that all product and technical knowledge is applied at every opportunity.

Training:

  • To advise your supervisor of any areas of work which you feel require you receive any additional training.
  • Be available for training on new schemes/policy changes and skills as required

Quality Management System:

  • To work as a member of a team within the quality system and follow all documented quality procedures and instructions.

Key Performance Areas:

  • To work towards achieving 100% on all Key Performance Area targets set for the department.

Appraisals

  • To actively participate in and contribute towards individual six monthly appraisals, monthly team meetings and monthly one-to-one assessment sessions.

Regulatory

  • To work within and be compliant at all times with all relevant regulations and legislation applicable to the role.

Desirable

  • Clean Current Driving Licence

Education/Training/Qualifications

Essential

  • Good standard of general education
  • English Language GCSE or equivalent

Special Skills and Knowledge

Essential

  • A genuine desire to provide a high level of customer service.
  • The ability to effectively manage multiple cases.
  • excellent telephone manner
  • Fast accurate typing skills
  • PC Literate
  • Good geographical knowledge

Desirable

  • Basic technical understanding of vehicles

Essential

  • Proven experience of providing a quality customer service within a pressurised environment.

Desirable

  • Experience of working in the automotive industry.

Aptitude/Personality

  • Enthusiastic
  • Patient
  • Diplomatic
  • Team player
  • Calm under pressure
  • Assertive
  • Flexible

Hours

Full shift – based on 35 hours per week. initial training will be done in a classroom environment.

This role comes with a shift pattern, working 35 hours a week, you will be expected to work either Saturday or Sunday every week. 4 night shifts to be worked within a 12 week period. There is also the opportunity to do overtime, and the earning potential for this role is up to 26K.

If you have a proven work history of Customer Service, within a call centre or retail, and wish to apply please send a copy of your CV by email.

If you feel you have the required skills for the role please apply and email in your C.V