Customer Service Advisor

Our client, a leading bodyshop, is seeking a Customer Service Advisor with proven experience working within a bodyshop environment.

Role Overview :

As a Bodyshop Customer Service Advisor, you will:

Maximise customer awareness of all available company services
Ensure the highest level of customer care and satisfaction at all times
Maintain excellent standards of departmental administration
Organise daily collection and delivery operations
Key Performance Measures:

Sales versus objectives
Customer Satisfaction Indicator
Bodyshop Key Performance Indicators (KPIs)
Employee appraisals

Key Responsibilities:

Maximise Customer Awareness of Bodyshop and Retailer Services

Promote all products and services available to customers
Proactively engage with customers, assisting with enquiries regarding vehicle repairs, parts, and vehicle sales
Deliver Exceptional Customer Care and Satisfaction

Maintain a welcoming presence at the reception desk, promptly addressing customer queries in person or by telephone
Explain technical information clearly and without excessive jargon, or refer customers to the appropriate team member
Handle dissatisfied customers calmly and professionally, escalating complaints to the Bodyshop Manager as necessary
Maintain High Standards of Departmental Administration

Initiate new claims using the management system and maintain accurate customer records and follow-up procedures
Manage customer contact and bookings in line with company and insurance policies
Administer courtesy car allocation, ensuring all documentation is completed accurately and copies of driving licences are obtained where applicable
Keep computerised customer records up to date, including detailed notes after every communication or event
Manage communications with customers and insurers as required
Support the Bodyshop Manager with administrative tasks as needed
Ensure compliance with all health and safety, environmental, and company policies
Receive and register payments, following company procedures for verification, handling, and depositing of funds
Prepare and present invoices promptly after work completion, verifying that all work has been completed and charged correctly, and obtain payment in accordance with company policy
Ensure all job pack documentation, including wheel alignment and final inspection paperwork, is scanned and filed appropriately
Organise Daily Collection and Delivery Operations

Maintain effective communication with parts and workshop teams, attending daily production meetings
Notify customers promptly when their vehicles are ready and arrange convenient collection or delivery times
Ensure sufficient resources are available to meet collection and delivery requirements at all times
Monitor loan car requirements in coordination with workshop control

Salary and Benefits :
Starting salary is £30,000, progressing to £32,000 upon successful completion of the probationary period. Annual reviews will follow thereafter. The role also includes an excellent benefits package