Customer Support Advisor (Outbound)
Aston, Birmingham
£25,500 per annum
37.5 hours per week across Monday - Sunday between 6am - 8pm
We're looking for a Customer Support Advisor (Outbound) to join our team. In this role, you'll be a key player in our operations, coordinating resources and stock to ensure jobs are dispatched accurately and on time to our field team. You will also provide a high standard of inbound and outbound telephone support, delivering outstanding customer service to both internal and high-profile external customers.
Success in this role means adhering to all processes, quality measures, SLAs, and KPIs while maximising productivity.
Duties as a Customer Support Advisor (Outbound):
* Assign jobs to the right technician and coordinate their schedule.
* Act as a central point of communication, ensuring technicians, customers, and suppliers are always informed.
* Order parts and manage third-party suppliers to meet service standards.
* Plan technician routes to boost productivity and reduce job failures.
* Handle customer queries and provide timely updates on job status.
* Accurately log all job details and customer information in our systems.
* Assist the wider team with both internal and inbound calls during busy periods.
Requirements:
* A customer-focused individual with excellent communication skills and a friendly telephone manner.
* Someone with strong organisational skills and a high level of accuracy and attention to detail.
* A proactive problem-solver who can work autonomously and is motivated to meet and exceed targets.
* Good knowledge of UK geography and a strong grasp of IT systems.
* Experience in a call centre or fast-paced customer service environment is preferred.
* A track record of managing customer expectations and using mapping or bespoke IT systems is desirable.
Benefits as a Customer Support Advisor (Outbound):
* Company Bonus scheme
* 33 days’ holiday (inclusive of bank holidays)
* Training and career advancement opportunities
* Michelin pension scheme matched up to 6% of base salary
* Life assurance & income protection (as a member of our pension scheme)
* Refer and Earn Scheme
* Enhanced maternity & paternity pay
* Employee recognition & long service award schemes
* Friends and Family discounts at our ATS Euromaster Centres
* Health and wellbeing programme
* Healthcare cash plan options
* Discounts on holidays, shopping, restaurants and much more, all through our employee benefits programme
ATS Euromaster is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of race, religion, sex, sexual orientation, age, disability or any other status protected by law.