Motor Assistance Coordinator

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.

Hours

Shift rota over 24 hours 7 days per week - you would work 35 hours 5 days per week on a shift rota.

Early: 6.30am - 2.30pm
Late: 4pm - 12pm
Night: 9pm - 7 am (only do one every 6 months unless our client decide they want more)

Salary

£17,500k after probation period increase to £18000

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;

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.

• Clean Current Driving Licence
• Good standard of general education
• English Language GCSE or equivalent
• 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
• Basic technical understanding of vehicles
• Proven experience of providing a quality customer service within a pressurised environment.

Excellent Company Benefits