Call Centre Advisor

Alongside your relevant qualifications we are looking for team members who are flexible, have great communication and customer service skills and are committed to our ethos of providing quality service, transparent pricing and above all convenience to our rapidly growing customer base.

Customer Service Duties

· To manage incoming calls and emails relating to customer enquiries, including but not limited to:

· Booking customers into Centres for all core products i.e., MOT, Servicing etc.

· Pricing up service/repairs.

· Ordering and booking in tyres where customers have placed orders online.

· Identifying when customer vehicle jobs will be completed and ready for collection.

· Signing up customers for loyalty scheme(s) and processing the application to completion.

· Assisting Operations/Centres with customer complaints as required in the absence of the Call Centre Manager

· To make recommendations to customers for other goods and services as appropriate.

· To input, update and amend the company’s internal booking system (Navision).

· To input, update and amend internal records for non-booking enquiries.

· To liaise with Centre Principals regarding pricing enquiries and bookings.

· To be responsible for making outbound calls to existing/prospective customers for specific campaigns/CCB renewal.

· Update online service records.

· To make appropriate refunds where advance bookings have been made and payment received but the job is not completed for any reason.

· To manage incoming calls and emails relating to customer feedback/complaints, ensuring all issues are logged and handled in accordance with the following criteria:

· Any feedback/complaint concerning the behaviour, attitude or level of service received from colleagues within centres are to be escalated immediately to the relevant Area Manager;

· Any feedback/complaint concerning the quality of work or rework undertaken is to be referred to the relevant centre in the first instance;

· Any residual/outstanding issues where the opportunity to resolve the initial complaint has been unsuccessful must be escalated to the relevant Area Manager;

· In cases of any feedback/complaint, the targeted timescale for resolution will be 48 hours from first being logged; any extension to this timescale must be recorded/logged with a valid reason.

· To ensure that both the customer complaint and customer review logs are maintained and updated on a daily basis and that a summary report is sent to the appropriate AGMs and CEO on a weekly basis in the absence of the Call Centre Manager

Operations Support Duties

· To action requests received from operational centres on a weekly/monthly basis in relation to consumables, office and cleaning supplies, ensuring orders are placed in a timely manner for delivery to the field operation to maintain consistent and sufficient levels of supplies on site.

· To adhere to the company’s requirements in relation to order processing, PO allocation and authorisation of corresponding invoices, ensuring all charges are correct according to the agreed supplier price list.

· To ensure all orders placed are delivered/received within agreed timescales and to follow up on any queries/discrepancies as reported by each respective centre within the designated area of responsibility.

Ad-hoc Duties

· Provide ad-hoc support to the Call Centre Manager and central management team as required.

General

· To complete administrative tasks and any reasonable requests from the Call Centre Manager or other member of Senior Management.

· To act as an ambassador for IN ‘n’ OUT Autocentres LTD, ensuring customers’ needs are always a priority

· To thoroughly understand, adhere to and continually promote the IN‘n’OUT Autocentres Ltd ethos including the ‘5C’s’/brand values when speaking to any potential and/or existing customers.

· To work within the policies and procedures of the organisation to always provide a high quality of customer service in a professional and unbiased manner.

· To act in accordance with the GDPR Regulations when carrying out tasks associated with the collection, storing, processing and monitoring of personal data.

· To act in accordance with the Health and Safety at Work Act (1974) and any of the company’s associated policies or procedures.

· To always work with absolute discretion and confidentiality.

This job description is not exhaustive and responsibilities are likely to reasonably evolve over time.