Fleet Service Advisor-1

2 months ago

Cambridge, United Kingdom Marshall Group Full time

Working under the guidance of the Call Centre Manager and Fleet Service Supervisors, the main aim of a fleet service advisor is to provide excellent customer service; to meet and exceed their customer’s requirements and KPI’s.
- Answer all inbound calls to the Customer Service Centre within KPI
- Prioritising work flow to maximize time efficiency, to meet productivity & quality targets
- Deliver exceptional customer service across the board by achieving on-time delivery, product excellence and adherence to customer requirements.
- Build close working relationships with the suppliers/internals to promote co-operation and ensure utilisation and optimisation of work allocation.
- Make sure all customers KPI’s and SLA’s are met when dealing with all requests
- Support the management team with any tasks/requests as required by the demands of the Service Centre
- Ensure all warranty items are issued to correct suppliers within reasonable timescales.
- Make accurate frontline decisions within a timely manner, ensuring correct placement of vehicles whilst maintaining cost controls.
- Responsible for the movements of broken down vehicles and replacement vehicles (spares) to cover within KPI and SLA time frames.
- Chase Suppliers on the timely completion of jobs, keeping VOR within KPI.
- Update notes on system to reflect status of jobs and log any calls received to and from customers. Keep customer informed at all time of status of repair of vehicle and adhere to any queries from the customer in a timely manner.

**Qualifications**:

- Ability to prove and demonstrate your experience in the provision of high levels of customer satisfaction.
- Excellent communications skills and the ability to clearly communicate information both verbally and in writing
- Excellent computer literacy, a working knowledge of Kerridge or R2C is preferable
- Ability to work as part of a team and on your own.
- Attention to detail. Must be flexible and motivated
- Professionally presented and possess a good work ethic
- Ability to pro-actively provide solutions and solve internal and external customer queries

Marshall Group is an Equal Opportunity Employer

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