Customer Service Advisor

We have an exciting new opportunity for someone to join us as a Customer Service Advisor/Receptionist at our Accident Repair Centre in Darlington.

ROLE TITLE: Customer Service Advisor/ Receptionist

REPORTING TO: Bodyshop Manager

MAIN PURPOSE OF ROLE:

To act as the first point of contact for customers, ensuring a seamless experience from booking to vehicle collection. To manage all administrative aspects of the repair process, including courtesy car coordination, invoicing, and customer updates. To handle customer enquiries professionally, maintaining high service standards while adhering to GDPR and company policies.

MAIN TASKS

Customer Service & Bookings:

• Greet customers in person and over the phone, handling all enquiries professionally and efficiently.
• Book customer vehicles for repair, providing accurate estimates of repair timelines.
• Explain the repair process to customers, ensuring they understand any excess payments, insurance procedures, and estimated completion times.
• Update customers on the progress of their vehicle repairs, addressing any concerns promptly.
• Manage complaints effectively, escalating issues to the appropriate person if necessary.

Administration & Compliance:

• Remove the job card from the job pack upon arrival on site and promptly hand it to the VDA or Bodyshop Manager responsible for notifying the workshop that the vehicle is on-site and ready to begin.
• Maintain a well-organised filing system for job cards, invoices, and associated paperwork.
• Process payments securely and in line with financial policies, including the collection of excess payments for insurance claims. If the secure payment line appears to be faulty, escalate the issue immediately and do not process the payment over the phone. In such cases, seek support from another site to complete the transaction safely.
• Liaise with insurance companies and accident management companies to process claims efficiently.
• Following any communication, notes should be made to update the necessary management systems to ensure a clear audit trail.

Courtesy Car Management:

• Arrange and manage courtesy car bookings, ensuring vehicles are available and well-maintained.
• Ensure that all necessary paperwork is completed before issuing a courtesy car.
• Report any damage or issues to management if applicable.
• Ensure that external insurance cover is in place for any cases where the customer's own policy does not transfer to the courtesy car (third-party customers/ retail/ warranty, or employees using a courtesy car for college, etc).

General Reception Duties:

• Maintain a clean, organised, and professional reception area.
• Provide hospitality to customers if they come onto the site.
• Receive and distribute incoming mail, emails, and deliveries.
• Assist with other administrative tasks as required by the Bodyshop Manager.
• Maintain a high standard of written and verbal communication, ensuring all correspondence is professionally presented, grammatically accurate, and aligned with company tone and standards.

GDPR & Data Protection Compliance:

• Ensure all customer data is handled securely and in compliance with GDPR and company policies.
• Maintain confidentiality when handling personal data, including contact details, insurance information, and payment details.
• Follow company protocols for data retention and secure disposal of sensitive documents.

Health & Safety Responsibilities:

• Adhere to all Health & Safety regulations and company policies applicable to the role.
• Maintain a safe and organised work environment.
• Report any health and safety concerns to your Line Manager.

OTHER DUTIES

Due to the size and complexity of the establishments within the Group you will undertake any other reasonable tasks or duties that are deemed to be within your capability, as directed by a senior manager of the Group to whom you have a reporting relationship.

OTHER

Rate of pay is dependable on age, experience and qualifications.

Hours are 8am - 5pm, Monday - Friday

• Competitive salary plus team bonus.
• 30 days holiday including public holidays.
• Loyalty days added to annual with service.
• Pension contributions.
• Recommend a friend technician bonus incentive.
• Long Service Awards – colleague recognition scheme.
• Health cash plan and Rewards platform – claim back medical costs & high street discounts.

Job Type: Full-time

Expected hours: 42.5 per week

Benefits:

• Cycle to work scheme
• Free parking
• Life insurance
• On-site parking
• Referral programme

Work Location: In person