Daventry Customer Liaison (DCL) Parts Advisor
Location – Daventry NN11
Annual Salary – £23,796 plus onsite parking & fantastic benefits
Working Hours – Monday to Friday 08:30 - 17:00 | Working hybrid & you will be office based on a Monday & Wednesday.
At Percepta, we bring first-class service across each market we support. As a Parts Advisor in the UK, you’ll be a part of creating and delivering amazing support, while also enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing:
1. The main purpose of this role is to ensure that all parts orders which are queried with the team reach their respective dealers in the quickest timeframe possible.
2. You will handle e-mails and queries from the CRC & Dealerships, providing a high quality, responsive and consistent service, thus promoting positive customer relationships for the client.
3. You will have team and individual targets to encourage pro-active completion of the department’s targets.
4. Excellent customer service and the development and maintenance of customer relationships are an integral part of the role along with ensuring the parts are expedited as necessary with consistent updates on the process along the way.
During a Typical Day, You’ll:
5. Learn and interrogate the numerous systems available to ensure that all queries are answered with best and most up-to-date information.
6. Refer any urgent issues to the next level of escalation, recognising and ensuring that critically urgent cases are handled as such.
7. Be responsible for handling any type of query that comes into the teams generic email inbox.
8. Reviewing and approving / rejecting requests for vehicle hire and ensuring a case meets all the stringent criteria before deciding to approve
9. Taking ownership of any ongoing vehicle hire case, managing the case through to conclusion and ensuring it is escalated to the highest level, ensuring to minimise hire spend as much as possible.
10. Reviewing incoming ‘down-time’ alerts, ensuring they’re given accurate information and escalated as necessary.
11. Case manage the down-time alerts so dealerships receive updates from start to finish on the journey of the part.
12. Monitoring limited stock situations to ensure the stock is allocated to our oldest or most urgent cases, preventing the escalation of cases as much as possible.
What You Bring to the Role:
13. Entry level experience in customer relations or contact centre
14. Entry level user of MS Desktop applications and MS operating systems and office suite (Word, Excel, Access, PowerPoint, Outlook)
Skills:
15. As part of our team you will need to share our passion for the business and outstanding customer care
16. Strong communication skills, able to identify, confirm and action customer requirements
17. Excellent grammar and articulation, use of language
18. Understanding of excellent customer service
19. Desire to deliver high quality of service and conscientious attitude
20. Understanding of the benefits of a team environment
What You Can Expect:
21. Life Assurance 4 x annual salary, contributory pension scheme, private medical and comprehensive travel insurance for you and family in line with Scheme rules.
22. 20 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 25 days annual leave plus bank holidays.
23. Discounted dental scheme, discounts on brand new vehicles and Employee Assistance Program (EAP).
24. Free eye test with money towards new prescription glasses.
About Percepta:
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organisation, and we live, breathe, and play by them every day.
As a Percepta team member, you can expect:
Culture of Service – to be treated like you are the customer from day one
Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
Respect – a team that is accountable, dependable and gives you their full attention
Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
Career Growth – lots of learning opportunities for aspiring minds
Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.