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- Tasks: Manage customer accounts and resolve issues while building strong relationships.
- Company: Join BCA, Europe's leading vehicle remarketing group, part of Constellation Automotive.
- Benefits: Enjoy a competitive salary, supportive team culture, and opportunities for growth.
- Why this job: Be part of a digital transformation journey in a dynamic and innovative environment.
- Qualifications: 3 years of customer service experience and excellent communication skills required.
- Other info: Work Monday to Friday, 08:30 to 17:30, with opportunities for mentoring.
The predicted salary is between 23448 - 31212 £ per year.
Do you currently work / have you previously worked for part of the Constellation Automotive Group? Including cinch, BCA, We Buy Any Car and Marshall Motor Group *
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About My Application
- I confirm that my details are complete and correct
- I confirm I have the right to work in the country where this job is based
- Job Title: Senior Customer Service Advisor
- Job Reference: BCALSCSA01b
Senior Customer Service Advisor (call centre escalations)
Mon – Fri 08.30 – 17.30
up to£27,810 per annum
BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We’re growing hugely and are on a key digital transformation journey.Through acquisition, simplification and innovation BCA aims to drive accelerated growth. Backed up by industry leading technology we have a nationwide team of logistics and inspection professionals and offer a full range of integrated services to support our customers through the entire fleet management process.
Purpose of the role:
The role of Senior Customer Service Advisor is to proactively manage customer account contact regarding in flight issues and communication through relationship and inbox management.
Responsibilities
- Be a role model who effortlessly embeds our values and behaviours throughout the team, proudly representing The BCAL brand
- Champion a culture of great conversations every time, exceeding customers’ expectations and working to continuously improve the customer journey
- To act as a point of contact for B2B customers, proactively building and maintaining relationships in conjunction with Operational Account Managers and Customer Service Supervisors
- Managing communication of in-flight issues with customers and proactively working with driver operations team to resolve them
- Act as a point of escalation for dissatisfaction relating to designated accounts
- Management of designated account inboxes to ensure timely response and resolution of issues
- Understanding of customer SLA’s and proactively takes steps to achieve them
- Working closely with Driver Operations to deliver great customer outcomes, resolving internal and customer queries
- Arranging and conducting meetings with designated accounts, delivering presentations
- Inbound and outbound Customer Calls
- Provide support and mentoring to Customer Advisors
- Provide day to day support to Customer Service Supervisors
- Deputise for Customer Service Supervisor in their absence
Skills & Experience
- A problem solver who adopts a solutions-based approach
- A positive, forward thinking, and innovative approach
- Strongly Customer Service focused with a high standard of customer service ethics
- Well organised and disciplined to manage workloads and priorities to achieve deadlines
- An excellent communicator with strong communication skills verbally and in writing
- A strong team player
- Highly motivated and energetic
- Experience of managing Customer Relationships
- Dynamic approach to complex situations
- Experience producing reports for different audiences
- IT Literate & fast adapting to different packages
- 3 years Customer Service Experience in a contact centre environment
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Senior Customer Service Advisor employer: BCA LOGISTICS LIMITED
Contact Detail:
BCA LOGISTICS LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the Constellation Automotive Group and its brands, such as cinch and We Buy Any Car. Understanding their values and customer service approach will help you align your responses during interviews.
✨Tip Number 2
Prepare to discuss specific examples of how you've handled customer escalations in the past. Highlighting your problem-solving skills and ability to maintain relationships under pressure will demonstrate your suitability for the role.
✨Tip Number 3
Showcase your experience with managing customer relationships by preparing a few success stories. Be ready to explain how you improved customer satisfaction or resolved complex issues in previous roles.
✨Tip Number 4
Research common customer service metrics and SLAs relevant to the automotive industry. Being knowledgeable about these will allow you to speak confidently about how you can contribute to achieving them in your new role.
We think you need these skills to ace Senior Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially if you've worked with any part of the Constellation Automotive Group. Emphasise your customer service skills and any specific achievements in previous roles.
Craft a Strong Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention your problem-solving abilities and how you can contribute to improving the customer journey at BCA.
Highlight Relevant Experience: In your application, focus on your experience in managing customer relationships and handling escalations. Provide examples of how you've successfully resolved issues in a contact centre environment.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at BCA LOGISTICS LIMITED
✨Know the Company Inside Out
Before your interview, make sure to research BCA and its role within the Constellation Automotive Group. Understand their values, recent developments, and how they approach customer service. This will help you tailor your answers and show genuine interest.
✨Demonstrate Problem-Solving Skills
As a Senior Customer Service Advisor, you'll need to showcase your ability to handle complex situations. Prepare examples from your past experience where you've successfully resolved customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Highlight Your Communication Skills
Strong communication is key in this role. Be ready to discuss how you effectively communicate with customers and team members. You might want to prepare a brief example of a time when your communication skills made a difference in resolving an issue.
✨Showcase Your Team Player Attitude
BCA values collaboration, so be prepared to talk about your experiences working in teams. Share instances where you supported colleagues or contributed to team success, emphasising your positive and energetic approach to teamwork.
