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* Job Title: Senior Customer Service Advisor
* Job Reference: BCALSCSA01b
Senior Customer Service Advisor (call centre escalations)
Mon - Fri 08.30 - 17.30
up to£27,810 per annum
BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We’re growing hugely and are on a key digital transformation journey.Through acquisition, simplification and innovation BCA aims to drive accelerated growth. Backed up by industry leading technology we have a nationwide team of logistics and inspection professionals and offer a full range of integrated services to support our customers through the entire fleet management process.
Purpose of the role:
The role of Senior Customer Service Advisor is to proactively manage customer account contact regarding in flight issues and communication through relationship and inbox management.
Responsibilities
* Be a role model who effortlessly embeds our values and behaviours throughout the team, proudly representing The BCAL brand
* Champion a culture of great conversations every time, exceeding customers’ expectations and working to continuously improve the customer journey
* To act as a point of contact for B2B customers, proactively building and maintaining relationships in conjunction with Operational Account Managers and Customer Service Supervisors
* Managing communication of in-flight issues with customers and proactively working with driver operations team to resolve them
* Act as a point of escalation for dissatisfaction relating to designated accounts
* Management of designated account inboxes to ensure timely response and resolution of issues
* Understanding of customer SLA’s and proactively takes steps to achieve them
* Working closely with Driver Operations to deliver great customer outcomes, resolving internal and customer queries
* Arranging and conducting meetings with designated accounts, delivering presentations
* Inbound and outbound Customer Calls
* Provide support and mentoring to Customer Advisors
* Provide day to day support to Customer Service Supervisors
* Deputise for Customer Service Supervisor in their absence
Skills & Experience
* A problem solver who adopts a solutions-based approach
* A positive, forward thinking, and innovative approach
* Strongly Customer Service focused with a high standard of customer service ethics
* Well organised and disciplined to manage workloads and priorities to achieve deadlines
* An excellent communicator with strong communication skills verbally and in writing
* A strong team player
* Highly motivated and energetic
* Experience of managing Customer Relationships
* Dynamic approach to complex situations
* Experience producing reports for different audiences
* IT Literate & fast adapting to different packages
* 3 years Customer Service Experience in a contact centre environment
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