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Customer Service Advisor

Function:                           Operations & Service

Location:                            Cleckheaton BD19

Reports to:                         Customer Care Manager

Core Hours:                        8.15 am to 5.00 pm

                                             (Lunch: 45 minutes) - Monday to Friday

                                              8.00 am to 12 noon – Saturday rota 1 in 3 - paid @ 1.5

Duration:                              Until March / April 2025

Salary: £11.44 an hour @ time & half, £17.16 on Saturdays (1 in 3 Saturdays)

Annual OTE: £24,000 - £25,000 Per Annum

Pay: Weekly (£457.60 Per week Mon – Fri & £526.24 Per week on Saturday shifts, 1 in 3)

In total, this is approximately £25,000 per annum. You will also get company bonus on top of this.

Start Date: ASAP

To act as the primary contact with the Customer network in respect of call outs to appliances. To provide dedicated after sales service to all Customers and advice on all areas of products and service.

Responsibilities

•Prioritise and allocate service calls for all field service engineers / appointed agents, and co-ordinate the tasks and workload of same efficiently using the Service Diary System, and work in constant liaison with the Service Management Team as necessary.

•Proactively manage the Diary system to organise effective Saturday cover using engineers and/or appointed Agents in accordance with business requirements and fulfilment of the contractual Saturday rota system.

•Up sell plans for in warranty and out of warranty packages.

•Promote the services we provide.

•Liaise with the Service Management Team and Lead Engineers to assist and provide adequate cover in respect of general service calls, as well as any special circumstances which may arise eg, site visits, problematic appliances etc.

•Proactively manage the Diary system to accommodate all authorised annual leave requests for the field Engineering Staff via the Regional Service Manager and Service Administration

•When applicable, monitor all agents’ Service calls in accordance with the correct allocation of re-visits permitted under agents’ terms and conditions, forwarding same to the Service Administration Team for final payment to be made within contractually agreed timescales.

•Where possible answer basic customer complaints either by telephone or using standard templates and/or good telephone techniques.

•Investigate all customer complaints, summarising job history and Company involvement and forward to appropriate Manager for action.

•At all times be aware of, and adhere to, the requirements of the Company’s Health and Safety Policy

•Carry out ad hoc duties as required.

Experience

•Previous experience within a Customer Service environment preferred.

•Excellent communication skills (written and spoken) enabling effective rapport with customers and colleagues

•First class telephone skills – polite manner, customer responsive attitude.

•IT literacy (Word, Excel and email).

•Ability to work methodically and accurately, paying attention to detail.

•Strong organisation skills: ability to prioritise effectively and efficiently.

Thank you for your application. If you need an update or have any questions, please contact me on (url removed) / (phone number removed)

INDLEE