Customer Services Advisor
Location: Preston
Job Type: Full-time, Permanent
About The Vella Group
The Vella Group is one of the UK's leading accident repair specialists, known for delivering high-quality repairs and exceptional customer service. With multiple sites across the UK and strong partnerships with insurers and manufacturers, we pride ourselves on our professional standards, investment in our people, and commitment to continuous improvement.
About The Role
We are looking for a proactive and customer-focused Customer Services Advisor to join our team. This role is key to delivering outstanding customer service in line with company policies and procedures. You will be the first point of contact for customers, ensuring queries are handled promptly and professionally while coordinating vehicle collections, deliveries, and courtesy cars.
Key Responsibilities
Deliver excellent customer service by understanding customer needs and expectations
Maintain a professional presence at the reception desk, dealing with customer queries efficiently
Handle dissatisfied customers calmly and escalate complaints to the General Manager or Production Manager when required
Create and manage job documentation, customer records, and follow-up systems
Arrange vehicle collections and deliveries, including courtesy vehicles
Issue courtesy cars following correct procedures and ensure all paperwork is completed accurately
Explain courtesy car controls, fuel requirements, insurance cover, excesses, and any additional contributions
Maintain up-to-date knowledge of insurance company policies, including courtesy car provision and labour rates
Ensure vehicles are not released until payment confirmation is received
Liaise with drivers to ensure paperwork is completed and transport schedules are followed
Work closely with the workshop, production manager, and assistants to monitor vehicle progress and update customers on completion times or delays
Assist customers with booking vehicles in for repair when required
Ensure all customer portals are kept accurate and up to date
Carry out general administrative duties, including end-of-day cash handling
Adhere to all company policies, procedures, and SLA requirements
About You
Strong communication and customer service skills
Calm and professional when dealing with complaints or challenging situations
Highly organised with excellent attention to detail
Confident using computer systems and online portals
Able to work well as part of a team and liaise with multiple departments
Previous customer service or automotive/insurance experience is desirable but not essential
Benefits
33 days holiday
Internal and external training opportunities
Pension scheme and death in service insurance
Enhanced maternity and paternity pay
Perkbox - access to hundreds of exclusive discounts and rewards
Medicash - free healthcare scheme
Childcare vouchers or workplace nursery benefit
Free on-site parking
Job Type: Full-time
Pay: £27,500.00-£28,000.00 per year
Ability To Commute/relocate
Preston PR2: reliably commute or plan to relocate before starting work (preferred)
Experience
Customer service: 1 year (required)
Work Authorisation
United Kingdom (required)
Work Location: In person