Customer Service Advisor

Location: Nuneaton
Contract: Permanent
Hours: Full time
Salary: £26,550 per annum, plus 30 days holiday, pension, bonus, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme

About the Job 

Relationships mean everything to us, and this one is particularly special. You’ll have an important part to play delivering best in class customer support to our prestige automotive customer. You will play your part to deliver against business goals; through focusing on continuous improvement, quality and attention to detail. Ultimately supporting the team to build a customer service centre of excellence.

We don’t just have a way of working, we have The Unipart Way. It allows everyone in our team to pursue their own personal and professional goals to a world class level, through Unipart ‘From Gate to Great’ training and development program. As a forward thinking and people focused company, this is a fantastic opportunity to deliver outstanding service for internal and external customers alike, driving exceptional KPI performance, whilst adapting to changes in customer requirements and maximising opportunities for improvement.

As part of your key responsibilities you’ll:

• Manage relationships and communications with retailers for all aspects of customer service and delivery.
• Work in a fast-paced environment to address customer issues submitted via telephone, through CRM database, live chat or instant message.
• Ensure key performance metrics are maintained and daily tasks are completed.
• Manage Client Campaigns e.g. new vehicle launch, gathering stock data, issuing orders and crediting etc.
• Assist with the creation of periodic performance reports, relating to customer service KPIs and escalate where KPIs are not achieved.
• Take a lead in highlighting customer issues and drive improvements to prevent reoccurrence.
• Support a culture of customer satisfaction through timely & thorough handling of queries. Maintain detailed SOPs, Projects, Work Instructions and Process flows for all customer service processes.
• Undertake regular training and development, with a clear focus on delivering exceptional customer experience.
• Support the wider cross functional and cross regional teams, building key relationships to support query resolution and continuous improvement.
• Ability to adapt and change in line with business needs Ensure all activities are conducted in accordance with Health and Safety policies and procedures.

About you 

We’d love you to have the following skills and experience, but please apply if you think you’d be able to perform well in this role!

• Excellent Customer Services skills supported by good commercial understanding
• A strong team player
• Quality focused
• A commitment to self-development and team development
• Ability to manage multiple tasks and projects simultaneously.
• Ability to manage own time effectively
• Ability to cope with the demands of a fast-moving and ever-changing set of priorities
• Experience with SAP
• Problem Solving skills with a focus on continuous improvement
• Ability to deliver to targets and timescales,
• Confident, self-motivator
• Ability to embrace change and take on new processes

Our recruitment and selection process has been developed to ensure that it is consistent, fair and provides equality of opportunity - all selection decisions are based solely on technical and behavioural competencies.  We do not discriminate on the grounds of race, colour, or nationality, ethnic or national origins, sex, gender reassignment, sexual orientation, marital or civil partnership status, pregnancy or maternity, disability, religion or belief, age or any other current or future protected characteristic as defined in the current Equality Act of England and Wales.  As an organisation we also promote an environment which encourages diversity of characteristics and thought, where you feel included, safe and confident to be the best version of yourself and do your best work every day.

You may have experience in the following: Customer Service Representative, Contact Centre Advisor, Client Support Specialist, Customer Care Associate, Retail Support Advisor, Automotive Customer Support Agent, CRM Support Advisor, Customer Service Assistant, Call Centre Operative, Technical Support Coordinator, Order Processing Specialist, Customer Support Executive, Service Desk Advisor, Customer Operations Coordinator, etc.

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