Contact Centre Service Advisor

2 weeks ago

Glasgow, Glasgow City, United Kingdom Arnold Clark Group Full time £25,680 - £30,000

We're recruiting for an experienced Service Advisor to join our Aftersales Contact Centre in Glasgow.

Why choose us?

  • Basic salary of £25,680 – OTE of £30,000
  • Monthly bonus of up to £500
  • 33 days' annual leave with room to grow to 40
  • Enhanced maternity and paternity packages
  • Opportunities to continue training and progression
  • Private healthcare and company sick pay
  • Life assurance
  • No late nights or unsociable hours – this is a Monday-Friday role with a five-hour shift every third Saturday
  • Clearly defined targets – and there aren't many
  • Generous retail discounts

Hours

Full time: Monday – Friday, 8am – 6pm; every third Saturday, 8.30am – 1.30pm.

About the role

Are you an experienced Service Advisor looking for a change? Our 60-day warranty team based at Kilbirnie Street are growing – and we need you

You'll be dealing with customers who have recently bought a car from Arnold Clark and may have encountered an issue early on in ownership. Not only will you deal with our own branches, but you'll also use 1Link and other channels to ensure customers get booked into a garage who can take care of any post-sale issues in a timely manner. You'll put the needs of the customer first and follow our customer journey – the 'Service Way' – to take ownership of resolving problems before they become complaints.

You'll receive comprehensive training and join an experienced team of advisors based in a fun and energetic contact centre.

Day-to-day duties

  • Talking to customers on the phone who are reporting an issue with their new vehicle.
  • Taking ownership and control of the situation by finding the most customer-centric solution possible to get their vehicle fixed and back to them.
  • Thinking outside the box to tailor solutions to customers.
  • Liaising with third-party providers to arrange repairs outside of the Group when it is in the best interests of the customer.
  • Monitoring the progress of the booking from start to end – you'll make sure our branches take care of the customer and liaise with all branches involved in the sale and repairs.
  • Keeping the customer updated regularly and handling any objections they might raise.
  • Maintaining records of conversations and actions and sharing these with colleagues.
  • Carrying out follow-up calls to ensure customers are happy with the repairs carried out and that no further work is required.

Essential skills and experience

  • You'll be a reliable team player who wants to make a difference.
  • You'll be driven to provide good levels of customer satisfaction and achieve high bonuses.
  • You'll be able to look after our customers at the same time as you look after our business.
  • You'll have experience of working in a customer service role or as a service advisor where you handled customer transactions from start to finish.
  • You'll be committed to learning our systems and processes, although we make them as straightforward as possible.
  • You'll have confidence in handling challenging situations – some of the customers you speak to may not have had the best experience before speaking to you and we need you to leave a positive lasting impression.

Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do – diverse in our make-up, united in our goals.

To find out more about Life at Arnold Clark, visit our website.

Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure checks.

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