Service Call Advisor

3 months ago

Scunthorpe, United Kingdom Endurance Doors - part of Rocal Group Full time

Based in Brigg, commutable from Scunthorpe

**Purpose**

The Service Call Department Advisor plays a crucial role in managing the day-to-day operations of the service department. The role involves ensuring high-quality service delivery, and maintaining customer satisfaction. The Service Call Advisor is responsible for coordinating schedules, providing guidance and support to team members, communicating with customers and implementing efficient processes to optimize departmental performance.

**Key responsibilities**
- Ensure exceptional customer service delivery by establishing and maintaining high standards of service quality, addressing customer concerns, and resolving escalated issues promptly and effectively.
- Monitor customer feedback, and together with Customer Service Manager improve service levels, policies, and customer satisfaction.
- Monitor performance of team members to ensure efficient workflow and timely completion of service requests.
- Conduct regular performance evaluations, provide feedback, and identify opportunities for training and development.
- Stay up to date with new product introductions and technical training the company offers.
- Manage and maintain accurate records of service requests, complaints and other relevant documentation.
- Prepare regular reports on departmental performance, key metrics, and service-related issues for management review.
- Attend weekly meetings with team to discuss any issues or trends, discuss these with QC team in fortnightly meetings.
- Maintain regular checks for reported Service vehicle defects, MOTs or other work that may be required on engineer’s vehicles, raising PO’s and booking vehicles into a garage.

**Desirable knowledge, skills and experience required**
- Experience within a customer service-oriented industry.
- Excellent interpersonal and communication skills, both written and verbal, to effectively interact with team and customers.
- Analytical and problem-solving abilities to identify issues and implement effective solutions.
- Ability to prioritize and manage multiple tasks simultaneously.

**Personal attributes**
- Strong communicator
- Organised
- Professionalism and strong work ethic

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

**Salary**: From £10.82 per hour

**Benefits**:

- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Store discount

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: In person

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