Customer Service Advisor
2 weeks ago
_For over 20 years Garden City Garage has been caring for the motoring needs of our local community with a transparent, friendly and competent approach to car servicing and repairs._
- Our relationship with our customers is very important to everything we do at Garden City Garage and our customer service provides the foundation for this, which is why our Customer Service team are the beating heart of our business._
- With this in mind we are growing to meet the ever increasing demand of our busy and expanding community, which is why we now have an excellent opportunity for a structured, analytical and dynamic person to join our team._
- At Garden City Garage, we deliver an accommodating and attentive service to our customers. We are known as the family business that’s friendly. But behind the scenes, we are extremely busy, and the past twelve months have been no exception._
- We now have an excellent opportunity for a structured, analytical and confident person to join the team._
**_The Job Role_**
- As our full-time Customer Service Co-Ordinator, you will take ownership of the processes that support the customer experience and of the smooth operation of the garage._
- Starting with answering their calls, you will organise the full process of the customer’s journey. From understanding their description of the problem with their car to generating an estimate and booking them in with the appropriate technician, you will be the customer’s main point of contact._
- Your main responsibility will be to take ownership of the garage’s smooth operation. All of our employees at Garden City Garage perform excellently at their tasks and duties, but they are looking for a motivated organiser to allocate work to the right person at the right time, all while attending to the details in the background._
- Every morning, you will meet with the workshop manager and technicians to instruct them on the events of the day, but you must also be prepared for any emergencies and know how to rearrange the diary to look after the customers._
- Attention to detail is key. You will learn to adapt to unexpected events and rearrange the diary to allow for optimised efficiency. The garage has modern and efficient software and tools to allow you to create reports on the time spent on jobs, to identify our successes and to identify areas for improvement._
- The role is naturally multi-tasked, and you will regularly be asked for updates from customers and technicians. Your communication style must be clear and concise. There might be times when you have to deliver unexpected news to a customer, and it is crucial that you have the ability to manage these conversations in a clear and confident manner._
- Whilst you will have a lot of responsibility for organising, you will not manage any people. However, we hope that you will get to know our customers, just as well as we know them. It is important that you don’t feel like a stranger to them and that you are able to deliver what the customer expects._
- You will have frequent contact with those working within Garden City Garage, our customers, and our part suppliers. It is vital that you build a good relationship with everyone and that they can count on you for being reliable and having a strong sense of duty._
- All customers are asked to provide feedback, so you will be able to track and measure the success of your customer service. Reflecting on the success of your performance is an ongoing part of your role. You will also work directly with the business owners, which will allow for a fast response to your ideas._
- Since this role is brand-new, you can take ownership of your own processes. You will independently review what is successful and what requires improvement, and will have ample opportunities to tweak, improve and adapt your role._
- This role has a lot of responsibility, which is why you will receive one-to-one support for a full year to make sure that you are confident in your role before taking on full accountability. _
- It is desirable that you have previous experience of working in the automotive industry as this knowledge will be pivotal for you to organise the diary effectively. If you do not have automotive experience, but are keen to learn, then you are welcome to apply._
- It is also desirable that you have commercial awareness, specifically so that you will understand what decisions will impact the business._
- There will be times when you need to motivate your peers to keep the fast-paced momentum, so it is also essential that you can demonstrate natural organisational skills and have experience of organising people and tasks._
**_The terms and conditions_**
- Work Pattern : Monday to Friday, 8:00 am to 5:30 pm._
- Job Title : Customer Service Co-Ordinator_
- Salary : £26,000 per annum_
**_How to apply_**
- Please send your CV and an introduction to yourself _
- If you think you’re up for the challenge, get in contact with us."_
**Job Types**: Full-tim
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