Call Centre Advisor

Location: Birmingham

Ref#: 138604

Description & Requirements

Customer Support Advisor

We currently have an opportunity on a full time / permanent basis to join our Centre Support team based at our Customer Support Centre in Aston, Birmingham. The working hours for these roles are between 7.45am and 5.30pm, Monday to Saturday (covering alternative Saturdays).

Salary - £19,010 full time/ per annum

This team is responsible for reducing the number of lost opportunities within the ATS centre network by increasing the capture rate of customer call traffic.

Key Responsibilities include:

  • Capture lost opportunity for retail centre call volume 
  • Manage overflow of internal Customer Services calls
  • Provide quotations for customer vehicle requests being booked for completion in retail centres
  • Delivery of 'ATS Way' in interaction with customers
  • Creation of Phoenix system Order number for Service level 3 customer accounts
  • Diagnosis of basic customer vehicle requirement to identify appropriate service via use of the E3 technical data site
  • Processing, and taking card payments for retail/non account holder mobile customer bookings 
  • Retail centre location request calls
  • Outbound calls to ATS centres not associated with the pilot to arrange retail bookings 
  • Outbound escalation calls for authorisation to work on non-validating managed account vehicles 
  • Management and delivery of retail centre work via the R2C platform for SMR/Remedial service

To be appointed into one of the roles, you must have experience of managing customer expectations and demands and be able to work within agreed service levels and to defined key performance indicators. You will have a good level of UK geography, be able to work to tight deadlines and also deliver a great customer experience. The successful candidates will have good IT skills, excellent communication skills, be all round team players and have a positive ‘can do’ attitude.

In addition to a salary of £19,010 full time/ per annum, we offer 25 days holiday (plus bank holidays), a generous flexible pension scheme, a competitive staff discount scheme on our range of products and services and free on site car parking.