BCAL Customer Service Advisor

Customer Service Advisor

Full Time- Monday to Friday (8.30am to 5.30pm)

£27135.24 per annum

Purpose of the role:

To work as part of the inspection and collection team based within Customer Services contacting customers on behalf of a major client at the end of their contract to arrange the Inspection/Collection.

Reports to: Customer Service Supervisor

Stakeholders: All BCA employees, Account Holders, Customers

Responsibilities

• An individual who effortlessly demonstrates our values and behaviours, proudly representing The BCAL brand
• An individual who embraces a culture of great conversations every time, exceeding customers’ expectations and working to continuously improve the customer journey
• Contact customers on behalf of B2B clients to arrange the inspection and collection of their vehicles at the end of their contract
• Contact customers prior to their inspection and collection to confirm appointment and confirm requirements for the day of appointment
• Create and amend inspections and collections on BCAL and B2B clients’ systems, ensuring all information is accurately entered
• Ensure customer details held are up to date and accurate
• Ensure systems are updated with all customer contact points and vehicle status to ensure accurate reporting to the client
• Written communication to customers to confirm booking details
• Inbound and outbound calls to customers, providing accurate information and advice to customers regarding end of contract process
• Working with internal departments to ensure that the customers enquiry is dealt with in a timely and effective manner
• Any other Ad Hoc duties required of the Customer Service team on behalf of B2B customer base

Skills & Experience

• Strongly Customer Service focused with a high standard of customer service ethics
• An excellent communicator with strong communication skills verbally and in writing
• Excellent telephone manner
• Good listening skills with ability to accurately capture information
• A strong team player
• Highly motivated with ability to work to strict SLA’s
• Ability to enter data accurately and efficiently
• IT Literate with ability to use multiple systems
• Organised with excellent time management skills
• At least 1 year Customer Service experience
• Experience in a Contact Centre environment advantageous