Aftersales Advisor

**Location: Norwich, NR3 2AW**

**Contract Type: 40 hour per week permanent contract, working any 5 days out of 7 on a rota basis. The shifts will consist of Days, Evenings and Weekends.**

**Salary: £22,000 per year+ bonus scheme that provides an on target annual earnings of £28,000 OTE**

CarShop (part of the Sytner group) is the UK’s largest omnichannel car supermarket. We are the spreaders of good carma in the automotive world and provide a world class customer experience.

In 2021 we were named Glassdoor’s #35 best company to work for in the UK.

**What does the job involve?**
- To provide a consistent, high quality of service for every customer at all times in order to deliver best in class customer experience
- To provide front of house support to customers by welcoming customers and providing regular and effective communication.
- Managing, preparing and facilitating any customer reimbursements and settling sub-let contractual work directly through the accounts department
- Maintaining accurate records of customer contact using the complaints system and managing outstanding issues that require resolution in line with the Company’s customer complaints procedure, escalating customer concerns where required
- Ensuring that job cards are raised accurately with a full description entered for the required diagnosis / work
- Ensuring all customers receive regular, proactive and accurate updates.
- Managing the use of customer loan vehicles, minimising any disruption to the customer and business operation. Ensuring that loan vehicles are inspected before and after a loan and handling any issues in line with Company policy.
- Maintaining an excellent understanding of appropriate legislation in relation to the selling of used vehicles, including detailed knowledge of the terms of all CarShop customer policies and products
- Ensuring the aftersales journey is adhered to including pre / post calls, completion of diagnostic videos etc.
- Ensuring all customer information is handled in line with the Company data security policy.

**What skills and experience do you need to join our team?**
- A full valid UK driving licence is essential.
- Excellent communication skills, both written and verbal are required.
- Excellent time management
- You will have the ability to build positive and lasting relationships
- Excellent attention to detail.
- You will need excellent customer service skills

**What we can offer you.**
- A friendly, modern and safe working environment
- A competitive salary and bonus structure
- Full training and continued support
- Enhanced annual leave
- A wide range of corporate discounts
- Cycle to work scheme
- Colleague assistance programme
- Long service awards
- We are committed to nurturing a culture where all of our colleagues feel included and valued at work. Our principles ensure that we are an equal opportunities employer valuing the empowerment of all people._