Customer Service Advisor

4 weeks ago

Nuneaton, United Kingdom Unipart Logistics Full time
Contract type: Full time
Location: Nuneaton
Hours: 40 hours per week
Salary: £26,550 plus 22 days rising holiday plus bank holidays, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme
About the Job 
Relationships mean everything to us, and this one is particularly special.  As a Customer Service Advisor at Unipart Logistics you’ll have an important part to play delivering best in class customer support to our prestige automotive customer.  You will play your part to deliver against business goals; through focusing on continuous improvement, quality, and attention to detail, ultimately supporting the team to build a customer service centre of excellence.
We don’t just have a way of working, we have The Unipart Way.  It allows everyone in our team to pursue their own personal and professional goals to a world class level, through Unipart's ‘From Gate to Great’ training and development program.  As a forward thinking and people focused company, this is a fantastic opportunity to deliver outstanding service for internal and external customer’s alike, driving exceptional KPI performance, whilst adapting to changes in customer requirements and maximising opportunities for improvement.
As part of your key responsibilities you’ll:
Manage relationships and communications with retailers for all aspects of customer service and 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 periodic performance reports, relating to customer service KPIs and escalate where KPIs are not achieved
Take a lead in highlighting customer issues and drive improvements to prevent reoccurrence
Support a culture of customer satisfaction through timely and thorough handling of queries
Maintain detailed SOPs and Work Instructions 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
Ensure all activities are conducted in accordance with Health and Safety policies and procedures
About You
We’d love you to have the following skills and experience, but please apply if you think you’d be able to perform well in this role
Highly customer focused
Ability to interface and manage relationships at all levels in all markets
Ability to adapt and change rapidly
High level understanding of all aspects of management, including client relationships
Excellent communicator, with an ability to persuade and 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
Current systems experience would be beneficial in SAP ECC6, SAP S4Hana, Freshdesk, RingCentral VOIP Telephony System and MS Office
Relevant Customer Service qualification or business experience
Full UK driving licence or ability to travel to other Unipart and customer sites across the UK
Our recruitment and selection process has been developed to ensure that it is consistent, fair and provides equality of opportunity - all selection decisions are based solely on technical and behavioural competencies.  We do not discriminate on the grounds of race, colour, or nationality, ethnic or national origins, sex, gender reassignment, sexual orientation, marital or civil partnership status, pregnancy or maternity, disability, religion or belief, age or any other current or future protected characteristic as defined in the current Equality Act of England and Wales.   As an organisation we also promote an environment which encourages diversity of characteristics and thought, where you feel included, safe and confident to be the best version of yourself and do your best work every day.
You may have experience in the following roles: Customer Service Executive, Client Services Advisor, Contact Centre Agent, Customer Support Specialist, Call Centre Advisor, Customer Care Representative, Retail Customer Service Associate, Customer Success Coordinator, Service Delivery Executive, Customer Relations Advisor, etc.
REF-(Apply online only)

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