Customer Service Advisor

We are looking for an experienced Customer Service Representative to join our Tech team at our Head Office in Hillington.

We offer:

• 33 days’ annual leave
• Hybrid working
• Generous employee discounts
• Private healthcare
• Workplace pension
• Discounts and offers on a range of products and services
• …and much more

Hours

Full time: Monday – Friday 8.30am - 5pm with one late shift a week 11.30am – 8pm.

Please note: This role requires a 9am – 11.30am Saturday shift once every four weeks.

About the role

In this role, you will deal with and investigate complex technical complaints, providing detailed reports on any issues found. You will assist the Customer Service team as well as branches and customers with technical and mechanical complaints, while also coming up with solutions and responses.

This customer-facing role will be a great fit for someone with a passion for customer service, who genuinely enjoys exceeding customer expectations and creating positive outcomes. The ideal candidate will also have a solid understanding of the mechanical workings of a vehicle, such as a former workshop controller, mechanic or service manager.

Day-to-day duties

• Dealing with complex and mechanical complaints, fully investigating these, and creating timelines to allow the tech team or other Customer Services employees to respond to complaints.
• Answering phones from customers and branches who want to discuss issues with vehicles.
• Liaising with other Customer Service employees, assisting them with complaints on mechanical issues, helping them understand the concerns and ensuring the appropriate response and outcome is reached.
• Work with colleagues in the Tech team and Customer Service employees to ensure adequate cover is provided on phones etc. and follow the various duties required from them.
• On occasion, you will be required to meet customers face to face who come into Head Office to discuss their complaint.

Essential skills

• A high level of accuracy in everything you do.
• Solid understanding of the working mechanics of a vehicle.
• A previous workshop controller, mechanic or service manager would be preferable.
• The ability to create clear and quality timelines on the history of a vehicle.
• Strong communicator.
• Ability to work on your own and as part of a team.
• Ability to ensure duties within the team are shared and adequately covered.

Nice to have but not essential

• Knowledge of the workings of an electric vehicle would be beneficial.

Our Culture

Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do – diverse in our make-up, united in our goals.

To find out more about Life at Arnold Clark, visit our website.

Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure checks.