Customer Service Advisor - Chippenham, United Kingdom - Holman

Holman
Holman
Verified Company
Chippenham, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description
At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people.

Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better.

To be better, we have to do better, and to do better we must know better. That's why we are listening, open to learning new things - about ourselves and each other.

We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported.

It's The Holman Way.

At Holman, your total compensation goes beyond your paycheck.

To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement.


Below is a brief overview of these programs:
Health Insurance

Dental Insurance

Life and Disability Insurance

Flexible Spending and Health Savings Accounts

Employee Assistance Program

401(k) with Employer Match

Paid Time Off

Tuition Reimbursement

Exclusive pricing and concierge sales support on new and used vehicles

The roles are based over a rotation shift pattern that will rotate on a monthly basis:7:00am - 3:30pm - early shift

8:00am - 4:30pm - middle shift

10:00 - 7:30pm - late shift


Principal Purpose of Position:

Take incoming calls from customers who wish to organise service, maintenance and repairs for their company vehicles

Receive calls from customers who have broken down

Organise and book service, maintenance and repairs with the appropriate suppliers

Ensure that recovery vehicles are organised promptly

Organise courtesy vehicles or make first arrangement for rental vehicles

Schedule other ancillary services as required

Keep customers and other interested parties informed of progress

Escalate any concerns to the department Team Leader

Ad hoc tasks as required by the business


Education and/or Training:

A good general level of education is required


Relevant Work Experience:

Experience of working within a customer service related role is essential, ideally in a service or contact centre environment

Experience of working within a pressurised environment, with the ability to remain calm, empathetic and professional in difficult situations

Comfortable working to targets and deadlines

Experience in the motor industry is desirable, but not essential


Planning/Organising/Managerial Knowledge:

(Ranges from task-focused to integrating related functions, to broadly strategic integration)

The ability to multi task and use own initiative to solve problems

Ability to prioritise own workload and proven experience of working to tight deadlines


Communicating & Influencing Skills:

(Does the job require communication, reasoning with others, or changing behaviours?)

A positive, confident and approachable communication style, with the ability to adapt to accommodate customers, colleagues, suppliers and other contacts

Ability to deal with a variety of situations with diplomacy whilst remaining calm

Excellent questioning and listening skills with an ability to assimilate accurate information

Consistently professional telephone manner when dealing with internal and external calls

Committed to delivery excellent customer service within agreed parameters


PROBLEM SOLVING
Indicate those statements that describe the process by which this position solves problems. Show the % that the relevant statement represents among all problem solving done by this role. The sum of percentages indicated for each category should equal 100%. For each relevant statement, give an example of a problem and the method of resolution.

The problems are similar to each other and have a limited number of predefined solutions. Standing procedures/plans and/or a structured routine directs the problem solving process.


40% all problems:


Example:
MOT and service bookings

The problems encountered are dissimilar and typically have a number of solutions.

The solutions may be derived from a general plan or a flexible routine may be utilized to solve problems of this type.


50% of all problems:


Example:
Breakdown where driver cannot get to end destination

The problems encountered are unique situations and there is an unlimited number of solutions, many of which are unknown. There are no procedures or routines to follow, but only broad policies to guide the problem solving process.


10% of all problems:


Example:
Driver stranded roadside and not on our system


ACCOUNTABILITY
This describes the extent to which this position is answerable for actions and their consequences. It measures the effect of the job/role on end results.

For each type of Accountability, indicate an approximate dollar value of impact and whether the role has a Direct impact (controls end results
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