Job Description

Job title: Customer Service advisor
Department: Activate Accident Repair, Birmingham
Location: Mallard Lodge, Water Orton, Birmingham B46 1NS
Hours: 42.5 hours a week
We are looking for a Customer Service Advisor to be part of our success story.
**Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.
**Great career development opportunities - grow with us.
Role Overview:
First point of contact for customers and colleagues visiting the Bodyshop. Responsibilities include greeting customers, issuing courtesy cars, liaising with the workshop and updating customers.
Key Responsibilities:

• Responsible for the reception area, including greeting customers and providing a positive and welcoming experience.

• Deliver exceptional customer service.

• Co-ordinate and manage the logistics of a collection/delivery service based on a large fleet of courtesy cars.

• Liaise with the workshop to determine vehicle completion times and delays, relaying any special instructions from the customer with regards to deadlines.

• Regularly update the customer with progress on their repair.

• Carry out visual inspections of courtesy or customer vehicles to identify any accidental damage caused to avoid uninsured loss damage costs.

• Process payments and issue invoices.

• Supporting with handling complaints in line with Company policy.

• Adhere to all company policies, procedures, and service level agreements.

• Knowledge and compliance with Health and Safety regulations.

Skills and experience:

• Strong attention to detail.

• Ability to deal professionally with the issues that arise.

• Excellent communication skills in all areas, including by telephone, email and in face-to-face situations.

• Computer literate.

• Ability to understand, implement and review complex processes.

• Proactive.

• Ability to organise time and resources.

• Good time management and prioritisation skills.

• Handling confidential information.

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan - claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Monthly and Annual Bonus schemes
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us
At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.
From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.
A bit about us
Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.
We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.
Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
Purpose: Make someone's bad day better
Values:

• Make it happen - Be accountable. Take the initiative, work fast, and do a great job.
• Strive for better - Be bold. Challenge the norm - make small improvements often.
• Win together - Be a team-player. Win together, learn together, respect each other.

Skills Required