Customer Advisor

Job Description

We are currently recruiting a Customer Advisor to join our successful team in Norwich. You will be responsible for dealing with both inbound and outbound calls, including booking customer MOTs, services and vehicle health check follow-ups across the Thurlow Nunn Group in accordance with service department lead times.

Reporting to the Contact Centre Manager, you will continually monitor customer satisfaction to identify and address any issues, and ensure accurate records are maintained by regularly cleansing and updating the customer database. The Customer Advisor will promote relevant products and services to customers, maximising revenue generating opportunities, whilst delivering a positive customer experience at all times.

The role involves handling a high volume of inbound and outbound calls, maintaining professional, efficient and positive interactions, accurately recording customer interactions, and promoting relevant products and services to maximise revenue.

• Proven experience delivering exceptional customer service within a fast‑paced contact centre environment.
• Strong telesales and customer engagement skills, confidently identifying customer needs and achieving individual and team sales targets.
• Excellent verbal and written communication skills, with the ability to actively listen, build rapport quickly, explain information clearly, and resolve customer queries or complaints with empathy.
• A collaborative team player who works effectively with colleagues and management to achieve team objectives.
• Highly motivated and tenacious, demonstrating resilience when working towards challenging performance targets across customer satisfaction, quality assurance, sales and productivity KPIs.
• Flexible and adaptable with a proactive, positive ‘can‑do’ attitude, able to manage changing priorities and learn new systems quickly.
• Excellent organisational and time‑management skills, capable of multitasking across multiple systems and managing call handling times effectively.

Monday to Friday 8:00 – 17:00 with 1 in 7 Saturday mornings 8:00 – 12:00.

• 31 days annual leave (including bank holidays)
• Pension scheme
• Life assurance
• Free RAC breakdown cover
• Cycle to work purchase scheme
• Preferential parts, service and labour rates
• Discounts on new and used vehicles
• After‑sales discounts
• Access to health and wellbeing support services
• Employee discount platform
• Recruitment referral incentive scheme
• Employee Assistance Programme (EAP)