Customer Service Advisor

A superb opportunity has arisen to join a global brand in the role of Customer Services Advisor.

Relationships mean everything to the client, and this one is particularly special.  You’ll have an important part to play delivering best in class customer support to their prestigious automotive customer. You will play your part to deliver against business goals; through focussing on continuous improvement, quality and attention to detail. Ultimately supporting the team to build a customer service centre of excellence.

As a forward thinking and people focussed company, this is a fantastic opportunity to deliver outstanding service for internal & external customers alike, driving exceptional KPI performance, whilst adapting to changes in customer requirements & maximising opportunities for improvement. 

As part of your key responsibilities you’ll:

• Manage relationships and communications with retailers for all aspects of customer service & delivery.
• Work in a fast-paced environment to address customer issues submitted via telephone, through CRM database, live chat or instant message. 
• Ensure key performance metrics are maintained and daily tasks are completed.
• Manage Client Campaigns e.g. new vehicle launch, gathering stock data, issuing orders and crediting etc.
• Assist with the creation of periodic performance reports, relating to customer service KPIs and escalate where KPIs are not achieved.
• To take a lead in highlighting customer issues and drive improvements to prevent reoccurrence.
• Support a culture of customer satisfaction through timely & thorough handling of queries.
• Maintain detailed SOPs, Projects, Work Instructions and Process flows for all customer service processes.
• Undertake regular training and development, with a clear focus on delivering exceptional customer experience.
• Support the wider cross functional and cross regional teams, building key relationships to support query resolution and continuous improvement.
• Ability to adapt and change in line with business needs
• Ensure all activities are conducted in accordance with Health and Safety policies and procedures

QUALIFICATIONS AND EXPERIENCE: 

• Highly customer focussed
• Ability to interface and support relationships at all levels in all markets
• Ability to adapt and change rapidly
• Understanding of all aspects of customer service, including client relationships
• Excellent communicator, with an ability to persuade & influence both internal and external stakeholders.
• Process driven, with an ability to identify opportunities for improvements in service, cost or revenue for Unipart or the client
• Continuous improvement –capability of process design and sustainable process improvement
• Systems literate, experienced in learning new systems, maximising benefits of systems and interrogation of data
• Relevant Customer Service qualification or business experience
• Full UK driving licence or ability to travel to other customer sites across the UK

INDL