Customer Service Advisor

4 months ago

Newcastle upon Tyne, United Kingdom ABL 1Touch Full time

**Customer Service Advisor**

**(This is a Maternity cover contract)**

Do you have a passion for delivery first class customer service?

Want to join a growing company with career progression opportunities?

If so, we have an exciting role for you

**What we offer you?**
- 28 days holiday (including bank holidays)
- Healthcare Cash Plan (including Gym and shopping discounts)
- Employee Assistance Programme
- Celebration Day (to use as you wish to celebrate a significant day in your life)
- Car Insurance discount with LV
- Employee Pension
- Employee Engagement Budget (money to go out as a team and have fun)
- Access to Mental Health First Aiders
- Cycle to Work Scheme
- Refer a Friend Scheme (earn £1,000 for referring people to join the team)
- More benefits coming soon..

ABL 1 Touch are a market leading vehicle repair business since 1994, working in partnership with insurance companies. ABL 1 Touch prides itself not only in the quality of its work but in providing excellent customer service.

We're looking for an enthusiastic **Customer Experience Advisor** to join our site in **Newcastle**.

**Job Overview**:
As a Customer Experience Advisor at ABL 1 Touch, you will play a pivotal hands on role in ensuring our customers receive outstanding support and assistance. Your primary responsibility will be to engage with customers, address their inquiries, and provide solutions that exceed their expectations. You will collaborate closely with our cross-functional teams to relay customer feedback and contribute to the continuous improvement of our products and services.

**Here’s what you’ll need to do great at ABL1 Touch**:

- Previous experience in a customer service, customer support, or similar role.
- Exceptional communication skills, both written and verbal.
- Empathetic and patient attitude when dealing with customers' concerns and questions.
- Ability to adapt to different communication styles and personalities.
- Strong problem-solving skills and a proactive approach to challenges.
- Team Player who uses initiative, be flexible and have a can-do attitude.
- Cultural and organisational insight and takes responsibility for own actions.

**Key Responsibilities**:

- Proactively provide repair updates directly to customer
- Listen actively to customers, understand their needs, and provide appropriate solutions or assistance.
- Troubleshoot issues and provide accurate information regarding the status of the vehicle repair.
- Guide customers through processes and ensure a seamless experience, from onboarding to issue resolution.
- Escalate complex issues to the appropriate teams and follow up until resolution.
- Maintain detailed and accurate records including job cards, customer paperwork and courtesy vehicles.
- Identify patterns in customer feedback and collaborate with the team to improve processes and services.
- Strive to meet and exceed individual and team performance targets.
- **Joining our team at ABL1 Touch means becoming part of a dynamic organization that values its employees and provides opportunities for professional growth. We offer a competitive salary, benefits package, and a supportive work environment.**_

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

**Salary**: £20,000.00-£25,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Referral programme

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Work Location: In person

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