Customer Service Advisor

7 months ago

Milton Keynes, United Kingdom Nexus Business Solutions Group Full time

### Job Overview:

- To ensure the efficient operation of the Customer Service Cases
- To ensure high levels of customer service is achieved and dealer, customer & clients need are fully met
- To ensure all administrative processes are maintained and company policy and process is always followed

## Duties:

- Track all cases visible on the Case Management system, adhering to SLA’s - 30 minutes for New Hires / 4-6 hours into hire.
- Review customer insurance qualification against insurance policy terms
- Deal with enquires and reservations from dealers and customers as required.
- Respond to telephone reservations to operational standards & ensure all staff adhere to this also.
- Amend bookings immediately upon receipt of notification using company procedures
- Manage all incoming queries to the Customer Service phone line, including dealer, client, and customer requests to operational standards
- Maintain reservations logs in connection to your own hire cases
- Track and complete booking closures upon request
- Ensure any issues between integrated systems are resolved
- Manage the AA move over booking process & ensure customer remains in a continuation of hire.
- Manage all AA non warranty hires to ensure the customer is updated accordingly and Ford Rental do not incur hire charges beyond what the AA have authorised.
- Raise any concerns with the relevant department or management, to ensure processes are being followed as per company procedures
- Maintain administrative reservation logs to operational standards on a daily basis
- Providing support to the wider Nexus teams where necessary
- Ensure all cases & notes are updated on a rolling basis

## Qualifications:

- Proven experience within a customer service/administration role
- Good levels of communication skills
- Highly accurate verbal and written communication is key.
- Initiative-taking and highly organised
- Ability to work on own initiative, under pressure and to deadlines.
- Comfortable communicating and influencing at all levels of the business
- Ability to work in a fast-paced environment
- Experience of working with high call volumes desirable but not essential
- Ability to use a variety of IT packages and learn new bespoke software

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

Pay: £20,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Free parking
- On-site parking
- Private medical insurance
- Referral programme
- Work from home

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday

**Experience**:

- Customer service: 1 year (required)

Work Location: Hybrid remote in Milton Keynes

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