Customer Care Specialist

2 months ago

Northallerton, North Yorkshire, United Kingdom Stoneacre Motor Group Full time

Job Opportunity

Stoneacre Motor Group is seeking a highly motivated and enthusiastic individual to join our team as an Apprentice Aftersales Advisor. This exciting opportunity will provide the successful candidate with the chance to develop their skills and knowledge in a fast-paced and dynamic environment.

Job Purpose

The successful candidate will be responsible for observing and gaining knowledge and skills of how to identify customer needs. They will assist in capturing information relating to the repairs, routine maintenance, and diagnostic work on vehicles as per written instructions or as directed by the customer.

Key Responsibilities

  • Advise customers about necessary Service / Parts for routine maintenance / repairs.
  • Answer telephone queries and respond to customers' needs.
  • Collect data from customers to facilitate and qualify the customer service or repair requirements.
  • Prepare repair order documents including pricing up parts required.
  • Deal with queries and complaints in a professional manner.
  • Demonstrate consistent good customer service.
  • Explain the work performed / parts requirements and the charges to the customer.
  • Adept flexibility to meet the needs and demands of the business.
  • Maintain a safe working environment.

Desired Skills and Personal Qualities

  • Communication skills.
  • IT skills.
  • Attention to detail.
  • Organisational skills.
  • Customer care skills.
  • Problem solving skills.
  • Administrative skills.
  • Team working.
  • Initiative.
  • Non judgemental.
  • Patience.

Key Competencies

  • Communication

Communicates clearly and concisely, both orally and in writing, with customers, colleagues, and suppliers of all levels. Actively listens to others' views and requests. Obtains information and checks level of understanding through effective questioning techniques.

Customer Focus

Able to interact with customers in a professional manner. Identifies and understands customer requirements, and how these can be met through the products and services that are offered through the dealer. Able to translate this into actions to deliver high levels of customer satisfaction.

Analytical Ability

Gathers and records verbal and numerical data in a comprehensive and effective manner. Analyses information for completeness and accuracy. Identifies key data, omissions, and issues, escalating where necessary.

Effective Control

Approaches tasks and interactions with others in a systematic and structured manner. Supports the implementation and maintenance of proper controls and processes within the department or function. Uses systems efficiently and in accordance with policy. Takes appropriate action where there have been lapses in processes and escalates where necessary.

Relationship Building

Develops productive and cooperative relationships with customers and colleagues, using rapport building techniques, empathy, and effective interpersonal skills. Approaches sensitive situations with consideration for others and works to achieve constructive outcomes.

Technical Ability

Demonstrates and maintains an appropriate level of technical expertise for an aftersales advisor in the motor industry.

Brand Alignment

Aligned to the Stoneacre brand values and demonstrates these in their behaviours and approach to people and tasks. Displays honesty and integrity in everything they do.

Personal Qualities

We are looking for individuals who are willing to develop their personal skills in an automotive environment. You should demonstrate a thirst for knowledge, reliability, integrity, and dedication to the role. This is an important role in an accident repair centre, which requires theory knowledge and practical ability to complete.

Qualifications

  • GCSE Maths and English or equivalent.
  • Computer literate, especially Microsoft Office / Excel.
  • Will be enrolled on a Level 2 Customer Service Standard – Duration of apprenticeship 12 months

Future Aims

Learners, employers, and staff are our most important asset. The success of our company depends on the development of a strong effective team. We aim to aspire all individuals to achieve their ultimate goals through the Stoneacre CAREERS FOR LIFE programme.

At the end of the programme, you will be a fully qualified Aftersales Advisor and may have the opportunity to progress further through our Continuous Professional Development Programmes.

Stoneacre Motor Group is an Equal Opportunity employer committed to diversity in the workplace. We pride ourselves on creating an inclusive work environment where our employees can thrive by being themselves.

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