Customer Service Advisor

2 weeks ago

South Shields, United Kingdom Rivus Group Full time

We have an exciting opportunity for a Customer Service Controller/ Bookings to join our Customer Operations Team in South Shields on a full-time basis.

As the Customer Service Controller, you will be responsible for the end-to-end customer experience for our fleet customers and suppliers, ensuring that their experience with us is efficient, timely and professional in line with agreed service level agreements and provision of a brilliant customer experience.

**Role & Responsibilities**
- To monitor and schedule any new booking requests received online, phone and bookings inbox. Taking responsibility from creation to completion.
- Proactive booking and scheduling re-occurring maintenance work and allocating time requirements.
- Collaborate with field technicians to ensure that we are successful on customer service delivery.
- Collaborate with internal parts and authorities’ team to ensure smooth transition of parts.
- Job pre validation to ensure accuracy of information.
- Booking customers vehicles in for MOT/Servicing through the Rivus Mobile network or in-house and external garages ensuring minimised travel time.
- Liaise with the Field Technician to ensure that the customer requirements are understood and executed.
- Develop relationships with customers to improve trust and transparency.
- Proactively support customer SLA’s and KPI’s.
- Proactively identify potential compliance risks within the customer fleet.
- Identify opportunities to reduce vehicle downtime and business costs by efficiently booking jobs linked to customers skill and area.
- Communicating between customer, technicians

**Skills & Experience**

**Required**
- Be able to demonstrate experience of communication skills and working in a customer service environment.
- Excellent relationship management skills
- Excellent administration skills
- Excellent organisational and time management skills
- Computer literate and a good knowledge of computer-based systems including Microsoft Office Suite (Word, PowerPoint, Excel)
- Demonstrate the ability to work on own initiative and as part of a team.
- Demonstrate excellent attention to detail.
- Demonstrate a proactive and organised approach.

**Desirable**
- Knowledge of using Lean CI to create and use standard working practices that add value to the customer experience.
- Knowledge of the automotive fleet industry would be beneficial.
- Good geographical knowledge would be beneficial.
- Previous job planning and scheduling experience.

**Job Types**: Full-time, Permanent

**Salary**: £19,462.00 per year

**Benefits**:

- Company pension
- Employee discount
- On-site parking
- Sick pay

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Work Location: One location

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