Non-conformance Advisor

4 weeks ago

Birmingham, United Kingdom BCAL Full time

**BCA Logistics Job Description**

**Position**:
**Non-Conformance Advisor**:
**Location**:
Birmingham

**Grade;**

**Purpose of Job**:
To reduce delay’s to a minimum for both driver and customer.

**Reports to**:Driver Operations Manager

**Controls**: None

**Contacts**:
Internal: Head office staff, On-site staff.

**Contacts**:
External: All Customers, Self - employed drivers.

**Responsibilities**:

- Answer all incoming calls within 3 rings.
- Aware of customer requirements.
- Co-ordinate the appropriate breakdown response and update driver.
- Update driver with progress/instructions to resolve issues.
- Update Senior Customer Service Advisor of any customer issues or complaints.
- Update Supervisor/Controller of any driver issues or complaints.
- Contact the collection/delivery point to resolve issues raised by drivers as quickly and as cost effectively as possible.
- Ensure full notes are entered into the system to provide a full audit trail of events.
- Ensure all waiting times are completed and delete non-conformance codes where waiting time is not applicable. If not applicable ensure full notes are made in each job as to the reason for the deleted code.
- Update records to log poor address data, review monthly and provide solutions to BCAL management team for improvements.
- Liaise with the Planning department, Senior Customer Service Advisor and Controller if jobs are aborted.
- Any other duties as may be reasonable and within your skill capability.

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