Customer Support Advisor

Location: Birmingham

Ref#: 140425

Description & Requirements

Customer Support Advisor

We have an opportunity to join our Centre Support Team based from our Customer Support Centre in Aston on a full time basis. The role will be 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 the 'ATS Way' in interaction with customers.
  • Creation of Phoenix system order number for service level 3 customer accounts.
  • Diagnosis of basic customer vehicle requirements 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 services.

To be appointed in this role, 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 good geographical knowledge of the UK, and be able to work to tight deadlines and also deliver a great customer experience. The successful candidate will have good IT skills, excellent communication skills, be all round team players and have a positive ‘can do’ attitude.

The working hours for the role are between 7.45am and 5.30pm, Monday to Saturday on a rota basis. The salary is £20,000 per annum.

If this sounds like the opportunity for you, please call the recruitment team on 01952 212423.