Contact Centre Advisor

3 days ago

Birmingham, United Kingdom Cox Automotive Full time

Inspection Services is a core part of the Manheim Inventory Solutions business, and is the number one provider of end of lease vehicle inspection and collection services. Inspection Services offers its customers a seamless process that enables them to capture end of lease damage on the vehicle in the presence of the Hirer, thus providing a tangible return on investment. Inspection Services supports the auction infrastructure by delivering these already inspected vehicles ready for sale. Inspection Services also delivers vehicles to auction centres outside the Manheim portfolio. By servicing our Customers, Customers, Inspection Services are a trusted business partner of most blue chip leasing companies.

**Scope of Role**:
Reporting to the Contact Centre Team Leader

Your role will be to support the Contact Centre function by making and taking telephone calls from/to hirers. All Contacts should be made in a professional manner adhering to call quality measures at all times, facilitating where possible the hirer to book their inspection and/or collection as required with the use of Magic 5.

You are representing our Customers (Lease Companies) so must have a proficient interaction with the Hirer and offer a first time resolution to whatever requirement they may have. You will be required to hit targets as agreed in line with the department service level agreements. You will also support other team members within Inspection Services to make sure customers are put at the heart of our business. In addition to this, you will be expected to propose improvements that support a continual improvement culture within the dept.

**Objectives for Role**:

- Hit daily call targets. These will consider the quality and quantity of calls, with added focus on inbound SL’s being achieved.
- Escalating complaints in line with department procedures
- Liaising with other team members to create a harmonious team approach to service.
- General Admin support where required.
- Support with the on boarding of new customers into the Contact centre.
- Continually looking for opportunities to improve the inbound Contact processes through continuous improvement.
- Deliver a great customer experience by giving first time resolution for customers.
- Any other telephone and/or administration duties essential to enable the smooth operation of MIS.

**Skills, Knowledge & Experience**
- Strong customer service skills and telephone manner
- Excellent communication skills both written and verbal
- Organised with the ability to work to tight deadlines and under pressure
- Excellent administration skills
- Flexible and able to adapt to change quickly
- Able to follow instructions and work using your own initiative

**STRICTLY NO AGENCIES PLEASE**:
We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL.

We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's

INDAR

Cox Automotive is the world’s largest automotive service organisation. We
provide dependable solutions that improve performance and profitability
throughout the vehicle lifecycle to manufacturers, fleets, and retailers.
Our businesses are organised around our customers’ core needs across vehicle
solutions, mobility, remarketing, funding, and retail.

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