Job Description

Job Title: Senior Customer Service Advisor - Commercial Vehicles
Location: Milton Keynes - Hybrid Working
Salary: 24,000 - 30,000 per annum
Hours: 8:30am - 7pm Monday to Friday and 9:00am - 1pm on Saturdays (shift based)
We're ROI, and we're pretty awesome at what we do. We work with 70% of the big names in the automotive industry, helping them boost their sales, create unforgettable customer service moments, connect buyers and makers through marketing, and revolutionise businesses using the latest tech. We're the problem solvers, the innovators, and the people who lend a friendly ear to our customers. And guess what? We're on the lookout for some new faces to join our crew!
We're looking for a Senior Customer Service Advisor to join our Commercial Vehicles Customer Service Team. In this pivotal role, you'll take ownership of the end-to-end management and resolution of customer enquiries, complaints, and back-office requests - ensuring our commercial vehicle customers receive the highest standard of care. You'll be a key point of contact for our customers, providing expert advice, fair solutions, and a seamless service experience that reflects Kia's core values and commitment to excellence.
In return for providing fantastic service to our customers, we offer a whole package of perks, including: An annual performance bonus of up to 1500 per year A cool 500 a year to spend on things that boost your mental or physical wellness, like gym memberships, sportswear, wellness apps, and even extra healthcare for your family.

• Hybrid working following training: We know that flexibility is key, so we offer a hybrid working model. This means you'll have the freedom to balance your work between the office and home, giving you the best of both worlds. We're open from 8:30am-7pm Monday to Friday and 1pm on Saturdays and if you're scheduled to work a Saturday, we'll give you half a day off in the week.
• Team social events: We're all about building a strong sense of community here at ROI. That's why we regularly host team social events, from fun outings to virtual gatherings.
• Free parking
• Access to education bursaries, so you can learn something new, whether it's brewing, beekeeping, or bookkeeping - it's your call!
• A day off and a voucher to pamper yourself on your birthday.
• A company pension plan.
• A healthcare plan to keep you feeling your best.
• A generous annual leave allowance, which grows the longer you stick around.
• Special deals on buying a car through our schemes.

What You'll Do

• Manage commercial vehicle customer requests from start to finish, ensuring quality and compliance with Kia UK standards and policies.
• Provide fair and efficient resolutions to customer enquiries and complaints.
• Collaborate closely with Kia UK specialist teams to enhance product and service knowledge.
• Support back-office administration, including goodwill or loss-of-use support.
• Evaluate and process financial goodwill payments where applicable.
• Achieve and exceed SLA targets, ensuring accuracy and attention to detail in every interaction.
• Contribute to continuous improvement through feedback, reporting, and process reviews.
• Provide guidance and support to other Customer Service Advisors and team members.
• Maintain compliance with all regulatory and information security standards, including GDPR and Health & Safety.

What we're after:

• Proven experience in commercial vehicle customer service and complaints management.
• Strong working knowledge of CRM systems and Microsoft Office (Excel, PowerPoint).
• Excellent communication skills - both written and verbal - with the ability to build strong relationships and handle complex situations with empathy and professionalism.
• Analytical mindset with the ability to interpret data and identify improvement opportunities.
• Exceptional time management and organisational skills - able to prioritise effectively under pressure.
• A positive, methodical, and adaptable approach to work.

Sound like you? Well, why wait? Go ahead and hit that "Apply" button to find out more!
Operating in the UK & Europe across five sites, ROI delivers a range of outsourced solutions to our Automotive clients, resulting in increased operational efficiency, sales and customer satisfaction.

Skills Required