Senior Customer Service Advisor (call centre escalations) Birmingham Business Park - Solihull 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 Experience in meeting strict deadlines 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