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    Fleet Service Advisor-1 - Cambridge, United Kingdom - Marshall

    Marshall
    Marshall Cambridge, United Kingdom

    1 week ago

    Default job background
    Full time
    Description
    .

    An opportunity has opened up within our call centre for a Service Advisor, working under the guidance of the Call Centre Manager and Fleet Service Supervisors. The normal hours of work are a 4 on/ 4 off shift pattern working 12pm - 12am

    The main aim of a fleet service advisor is to provide excellent customer service; to meet and exceed their customer's requirements and KPI's.

    The benefits we will offer you include:

  • 25 days holiday increasing with service
  • Pension contributions up to 6%
  • Extensive flexible benefit program
  • Life assurance at 4x basic salary
  • Access to industry leading wellbeing resources and tools

    • PURPOSE OF THE POSITION

    To ensure customer needs and KPIs are met by organising engineers to attend breakdowns in availabilities required and book in service work to keep customers units operational. To make sure customers are kept up to date throughout the job from start to completion. To maximise engineer productivity.

    ESSENTIAL JOB FUNCTIONS

  • Creates jobs logged by the customer on the internal systems
  • Ensures customers are updated and communicated with throughout the life of the job
  • Using dynamic resource scheduling after authorisation and receipts of parts effectively plan and book work in. Always striving to ensure efficiency of engineering resource is obtained on behalf of MFS.
  • Ensure all repairs or advisories found on service are followed through and carried out.
  • Once estimated and authorised by customer, liaise with OEM/parts department to ensure accurate ETA of parts. At times these parts would be manufactured to vehicle specific with extended ETA of parts , on these occasions fully update and communicate with customer managing expectation . In case of long ETA escalate to BU management to follow through with OEM or look at alternatives to be enable delivery of an exceptional customer experience.
  • Liaising with customer and engineers to ensure breakdowns are attended as soon as possible within certain availabilities
  • Be proactive in recognising trends that are occurring within OEM parts failures and escalating to BU management to proactively work with OEM and customers alike at reducing failures
  • Liaise with customers and engineers to keep vehicle servicing up to date
  • Ensure that all queries and tasks are dealt with efficiently and with professionalism.
  • Update customers and fleet management providers on progress of jobs and completion details
    • Answer all inbound calls to the Customer Service Centre within KPI Prioritising workflow to maximize time efficiency, to meet productivity & quality targets.
  • Deliver exceptional customer service across the board by achieving on-time delivery, product excellence and adherence to customer requirements. Build close working relationships with the suppliers/internals to promote co-operation and ensure utilisation and optimisation of work allocation. Make sure all customers KPI's and SLA's are met when dealing with all requests Support the management team with any tasks/requests as required by the demands of the Service Centre. Ensure all warranty items are issued to correct suppliers within reasonable timescales
  • Make accurate frontline decisions within a timely manner, ensuring correct placement of vehicles whilst maintaining cost controls.
  • Responsible for the movements of broken-down vehicles and replacement vehicles (spares) to cover within KPI and SLA time frames.
  • Chase Suppliers on the timely completion of jobs, keeping VOR within KPI. Update notes on system to reflect status of jobs and log any calls received to and from customers. Keep customer informed at all time of status of repair of vehicle and adhere to any queries from the customer in a timely manner.

    • Education:

  • GCSE Education
  • IT (Microsoft Office) packages

    • Experience:

  • Minimum of 2 years in similar role Experience in dealing with managing complicated and ongoing industry related jobs and tasks, including planning and proactively chasing and achieving results Extensive experience in dealing with external and internal customers at all levels Knowledge and Skills:
  • IT literate (Microsoft Office)
  • High level of accuracy
  • Excellent communication skills
  • Meeting deadlines, task orientated, prioritisation
  • Working under pressure
  • Methodical, Systematic
  • Knowledge of the transport/refrigeration industry
  • Ability to think on their feet
  • Calm under pressure
  • Database management
  • Mechanical / Engineering knowledge preferred
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