Customer Service Advisor

2 weeks ago

Manchester, United Kingdom ACTIVATE GROUP LIMITED Full time

Job title: Receptionist/Customer Service Advisor
Department: Activate Accident Repair
Reports to: Office Manager
Hours: 42.5 hours per week

Location : AAR Manchester

We are looking for an enthusiastic Customer Service Advisor to join our Bodyshop in Manchester
You will be responsible for looking after the Reception area, offering excellent customer service and arranging collection and book in dates of customer vehicles.

Role overview:
You will be the first point of contact for customers and colleagues visiting the Manchester Bodyshop and so excellent customer service skills are essential for this role. This is a busy and varied role with responsibilities including greeting customers, issuing courtesy cars, liaising with the workshop and updating customers.

Benefits:

  • 33 days holiday (including bank holidays)
  • Health Shield cash health plan for all
  • Annual pay review
  • Bonus scheme
  • Life assurance: three times basic salary
  • Free breakfast cereals and milk daily
  • Free fruit – every Monday
  • French Friday – weekly pastries
  • Annual summer and Christmas parties

Key Responsibilities:

  • Responsible for reception area, including greeting customers and providing a positive and welcoming experience.
  • Deliver exceptional customer service.
  • Co-ordinate and manage the logistics of a collection/delivery service based on a large fleet of courtesy cars.
  • Liaise with the workshop to determine vehicle completion times and delays, relaying any special instructions from the customer with regards to deadlines.
  • Regularly update the customer with progress on their repair.
  • Carry out visual inspections of courtesy or customer vehicles to identify any accidental damage caused to avoid uninsured loss damage costs.
  • Process payments and issue invoices.
  • Supporting with handling complaints in line with Company policy.
  • Adhere to all company policies, procedures, and service level agreements.
  • Knowledge and compliance with Health and Safety regulations.

Skills and experience:

  • Excellent customer service and communication skills, including by telephone, email and in face-to-face situations.
  • Insurance, claims and industry experience beneficial.
  • Flexibility dealing with changes in demand, tasks, and processes.
  • Strong attention to detail.
  • Computer literate,
  • Work on own initiative, be proactive and manage customers and workload with little intervention from the management team.
  • Good time management and prioritisation skills.

A little bit about us:

The Activate Group of companies specialise in accident management services and partner with some of the country's best-known fleet providers and insurers to service hundreds of thousands of claims a year.
The group provides claims management to corporate and commercial fleets through sopp+sopp , operates an approved nationwide repair network for personal lines insurance claims through Motor Repair Network , supplies next-day parts and consumables through Sopp Parts and in 2019, launched a body shop division, Activate Accident Repair and acquired the National Recovery Network. Based in the UK, and founded in 2015, AGL employs more than 700 people, with its main offices in Halifax and Peterborough.

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