Customer Service Advisor

Our client, a leading bodyshop, is seeking a Customer Service Advisor with proven experience working within a bodyshop environment. Role Overview: As a Bodyshop Customer Service Advisor, you will: Maximise customer awareness of all available company services Ensure the highest level of customer care and satisfaction at all times Maintain excellent standards of departmental administration Organise daily collection and delivery operations Key Performance Measures: Sales versus objectives Customer Satisfaction Indicator Bodyshop Key Performance Indicators (KPIs) Employee appraisals Key Responsibilities: Maximise Customer Awareness of Bodyshop and Retailer Services Promote all products and services available to customers Proactively engage with customers, assisting with enquiries regarding vehicle repairs, parts, and vehicle sales Deliver Exceptional Customer Care and Satisfaction Maintain a welcoming presence at the reception desk, promptly addressing customer queries in person or by telephone Explain technical information clearly and without excessive jargon, or refer customers to the appropriate team member Handle dissatisfied customers calmly and professionally, escalating complaints to the Bodyshop Manager as necessary Maintain High Standards of Departmental Administration Initiate new claims using the management system and maintain accurate customer records and follow-up procedures Manage customer contact and bookings in line with company and insurance policies Administer courtesy car allocation, ensuring all documentation is completed accurately and copies of driving licences are obtained where applicable Keep computerised customer records up to date, including detailed notes after every communication or event Manage communications with customers and insurers as required Support the Bodyshop Manager with administrative tasks as needed Ensure compliance with all health and safety, environmental, and company policies Receive and register payments, following company procedures for verification, handling, and depositing of funds Prepare and present invoices promptly after work completion, verifying that all work has been completed and charged correctly, and obtain payment in accordance with company policy Ensure all job pack documentation, including wheel alignment and final inspection paperwork, is scanned and filed appropriately Organise Daily Collection and Delivery Operations Maintain effective communication with parts and workshop teams, attending daily production meetings Notify customers promptly when their vehicles are ready and arrange convenient collection or delivery times Ensure sufficient resources are available to meet collection and delivery requirements at all times Monitor loan car requirements in coordination with workshop control Salary and Benefits: Starting salary is £30,000, progressing to £32,000 upon successful completion of the probationary period. Annual reviews will follow thereafter. The role also includes an excellent benefits package