Technical Support Advisor - Moore, United Kingdom - Kwik-Fit (GB) Limited

Description

Role

Reporting to the Customer Support Team Leader, the Technical Support Advisor is responsible for providing daily support to the both the Mobile Technicians and the Customer Service Teams, in technical problem solving, ensuring customers receive an exceptional service.The Technical Support Advisor role is essential in guiding colleagues with their in-depth knowledge and experience of the many regular and unusual challenges a Mobile Technician will come across on a daily basis. The role is also key in communication with the Customer Support Team of any exceptional circumstances and potential delays to fulfilling customer service, as well as communicating to Senior Managers any challenges of note or areas for improvement.

Skills & Experience

• Relevant industry experience in technical automotive and customer service capacity, in a KPI driven environment
• Exceptional technical knowledge and experience relating to vehicles and tyres
• Ability to quickly diagnose technical issues and identify solutions to queries whilst dealing with frontline employees in a sensitive and diplomatic manner
• Confident and effective communicator with the ability to convey information in a clear, structured, and understandable manner, adapting approach to suit different situations
• Fosters effective and productive working relationships by demonstrating a positive, pro-active, and professional approach
• Demonstrable sense of responsibility, integrity, and resilience with the ability to build trust

• Capacity to work efficiently with both speed and accuracy, remaining calm under pressure, when dealing with multiple competing priorities and challenging workload
• Good level of IT skills with the aptitude to learn new systems quickly

Key Performance Indicators
• Achieving key maximum performance targets
• Minimisation cancelled jobs and Failure Demand
• Complete timely and effective problem solving, escalating where required
• Maintain effective communication with relevant departments and stakeholders

Key Accountabilities

• Provision of effective and efficient technical support to the Mobile Technicians and Customer Support Advisors ensuring that all processes and procedures are adhered to, minimising any disruption to the business and to the delivery of exceptional customer service.
• Maintaining the lines of communication inbound/outbound with Mobile Technicians, eg phone, email etc.
• Proactively identifying support needs of Mobile Technicians based on type and frequency of queries.
• Maintaining regular communication with the Mobile Regional Operations Managers, providing feedback of Mobile Technicians performance, highlighting positive instances as well as identifying any necessary improvements or additional training required.
• Keeping own technical and procedural knowledge up to date to ensure advice and guidance is sound and in line with Health and Safety.
• Using understanding of Failure Demand to guide Mobile Technicians in getting customer service "right first time, every time".
• Assess and providing feedback on any necessary process improvements, working with the relevant stakeholders to assess and implement any changes.
• Ensuring Health and Safety aspects of their own and others job roles are adhered to

Benefits

About us

Everyone knows Kwik Fit for tyres, but these days we do a whole lot more. Servicing, fleet services, fast-fit – whatever comes our way. And whilst half of our MOT and service appointments are booked in advance, either online or over the phone, we are still ready to save the day for customers who need us at the drop of a hat. That's what it's all about for us – being there for customers. We're heroes to our local communities. That's why we say, 'you can't get better'.