Customer Service Advisor

About Us

The Vella Group is a leading accident repair specialist with over 30 years of experience helping customers get their vehicles safely back on the road. Renowned for our commitment to quality and customer service, we’ve grown to operate 20 sites across the UK — and we’re continuing to expand. This is an exciting time to join our team as we invest in innovation, growth, and our people.

Location:

Peterborough. Salary: £29,724.50 per annum plus benefits.

Hours:

42.5 hour week.

We are looking for a proactive and customer-focused Customer Services Advisor to join our team. This role is key to delivering outstanding customer service in line with company policies and procedures. You will be the first point of contact for customers, ensuring queries are handled promptly and professionally while coordinating vehicle collections, deliveries, and courtesy cars.

• Deliver excellent customer service by understanding customer needs and expectations
• Maintain a professional presence at the reception desk, dealing with customer queries efficiently
• Handle dissatisfied customers calmly and elevate complaints to the General Manager or Production Manager when required
• Create and manage job documentation, customer records, and follow-up systems
• Arrange vehicle collections and deliveries, including courtesy vehicles
• Issue courtesy cars following correct procedures and ensure all paperwork is completed accurately
• Explain courtesy car controls, fuel requirements, insurance cover, excesses, and any additional contributions
• Maintain up-to-date knowledge of insurance company policies, including courtesy car provision and labour rates
• Ensure vehicles are not released until payment confirmation is received
• Liaise with drivers to ensure paperwork is completed and transport schedules are followed
• Work closely with the workshop, production manager, and assistants to monitor vehicle progress and update customers on completion times or delays
• Assist customers with booking vehicles in for repair when required
• Ensure all customer portals are kept accurate and up to date
• Carry out general administrative duties, including end-of-day cash handling
• Adhere to all company policies, procedures, and SLA requirements

• Strong communication and customer service skills
• Calm and professional when dealing with complaints or challenging situations
• Highly organised with excellent attention to detail
• Confident using computer systems and online portals
• Able to work well as part of a team and liaise with multiple departments
• Previous customer service or automotive/insurance experience is desirable but not essential

• 33 days’ holiday (including bank holidays)
• Comprehensive internal and external training
• Pension scheme and death-in-service insurance
• Enhanced maternity and paternity pay
• Perkbox - access to hundreds of discounts and rewards
• Medi Cash - free healthcare scheme
• Childcare vouchers or workplace nursery benefit
• Free on-site parking
• Uniform provided