Job Description

Customer Services Advisor

Location:

Knowsley, Merseyside

Job Type:

Full-time, Permanent

About The Vella Group

The Vella Group is one of the UK's leading accident repair specialists, known for delivering high-quality repairs and exceptional customer service. With multiple sites across the UK and strong partnerships with insurers and manufacturers, we pride ourselves on our professional standards, investment in our people, and commitment to continuous improvement.

About the Role

We are looking for a proactive and customer-focused

Customer Services Advisor

to join our team. This role is key to delivering outstanding customer service in line with company policies and procedures. You will be the first point of contact for customers, ensuring queries are handled promptly and professionally while coordinating vehicle collections, deliveries, and courtesy cars.

Key Responsibilities

Deliver excellent customer service by understanding customer needs and expectations Maintain a professional presence at the reception desk, dealing with customer queries efficiently Handle dissatisfied customers calmly and escalate complaints to the General Manager or Production Manager when required Create and manage job documentation, customer records, and follow-up systems Arrange vehicle collections and deliveries, including courtesy vehicles Issue courtesy cars following correct procedures and ensure all paperwork is completed accurately Explain courtesy car controls, fuel requirements, insurance cover, excesses, and any additional contributions Maintain up-to-date knowledge of insurance company policies, including courtesy car provision and labour rates Ensure vehicles are not released until payment confirmation is received Liaise with drivers to ensure paperwork is completed and transport schedules are followed Work closely with the workshop, production manager, and assistants to monitor vehicle progress and update customers on completion times or delays Assist customers with booking vehicles in for repair when required Ensure all customer portals are kept accurate and up to date Carry out general administrative duties, including end-of-day cash handling Adhere to all company policies, procedures, and SLA requirements

About You

Strong communication and customer service skills Calm and professional when dealing with complaints or challenging situations Highly organised with excellent attention to detail Confident using computer systems and online portals Able to work well as part of a team and liaise with multiple departments Previous customer service or automotive/insurance experience is desirable but not essential

Benefits

33 days holiday

Internal and external training opportunities

Pension scheme and death in service insurance

Enhanced maternity and paternity pay

Perkbox

- access to hundreds of exclusive discounts and rewards

Medicash

- free healthcare scheme

Childcare vouchers or workplace nursery benefit

Free on-site parking

Job Type: Full-time

Pay: 27,500.00-28,000.00 per year

Ability to commute/relocate:

Liverpool L33 7XN: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person