Customer Service Representative
Location: Edinburgh
Salary: Competitive
Position type: Full-time - Permanent
Shift Patterns: Week 1: Mon to Thurs 7 am to 15:30 - Fri 7 am to 14:30 Week 2: Mon to Thur 9:30 am to 6 pm Friday 9:30 am to 17:00.
Volvo Trucks is renowned for delivering high-quality commercial vehicles and outstanding customer service. Our Edinburgh site is committed to maintaining this reputation by providing superior support to our customers. We are currently seeking a dedicated and customer-focused Customer Service Representative (CSR) to join our team and be the first point of contact for our valued clients.
What you will do
As the first point of contact for our valued customers, you'll play a pivotal role in managing the reception area, creating a welcoming environment, and ensuring customers feel well-informed and supported at every stage of their journey with us.
Your Responsibilities:
Customer Relations & Reception Management:
Be the face of Volvo Group UK, offering exceptional service by managing the reception area and acting as the main point of contact for customers. Your friendly and professional demeanor will set the tone for every interaction.
Service Scheduling & Planning:
Take charge of the planning and scheduling of customer service appointments, ensuring smooth operations by coordinating the workshop planner and customer service plans with precision.
MOT and Service Coordination:
Handle the seamless booking of MOTs and both planned and unscheduled work in compliance with VOSA requirements, ensuring that every detail aligns with industry standards.
Communication & Updates:
Keep customers in the loop by providing timely updates before, during, and after any work is completed. Maintain accurate records in the workshop planner and relevant systems to ensure smooth communication across teams.
Contract & Service Details:
Update customers and workshop teams on contract types and work progress, proactively liaising between the two to ensure all incremental work is authorised promptly.
Job Documentation Accuracy:
Ensure the accuracy of job documentation received from the workshop, reviewing it meticulously to ensure smooth billing and service completion.
Invoicing & Customer Satisfaction:
At the point of vehicle collection, prepare and provide invoices to customers. Resolve any queries or objections quickly, maintaining a positive relationship. Follow up after the service to ensure customer satisfaction and address any concerns.
Administrative Support:
Support the depot with various administrative tasks, contributing to the efficiency of the operation and ensuring every detail is managed with care
Who are you?
1. Be able to work in an organised & methodical manner in a fast moving environment
2. Have a friendly and helpful nature with the desire to deliver excellent customer service
3. To be able to effectively communicate to customers and colleagues
4. To be able to identify customers’ needs & propose appropriate solutions
5. Attention to detail
6. Negotiation skills
7. To be able to remain calm and patient in a dynamic business environment
8. Flexible and positive approach to changing circumstances and changing priorities
9. Team Oriented
10. Basic knowledge of Word, Excel & Outlook applications & general computer literacy
Benefits:
Alongside your salary we can also offer you some fantastic employee benefits. Here's just some of them:
11. Up to 33 days holiday (inclusive of Bank Holidays & increasing with length of service)
12. Contributory Pension scheme + Health Cash Plan + Life Insurance
13. Electric Car Salary Sacrifice Scheme
14. Maternity & Adoption Leave 6 months full pay moving to 6 months half pay | Paternity 2 weeks leave with further 3 weeks in first 3 years
We value your data privacy and therefore do not accept applications via mail.
Who we are and what we believe in
We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.
Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.
At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people – to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.