Customer Service Advisor
Customer Service Advisor

Customer Service Advisor

Farnborough Full-Time 32000 - 38000 £ / year (est.) No home office possible
H

At a Glance

  • Tasks: Manage customer accounts, drive sales, and handle complex issues.
  • Company: Join a well-renowned automotive company with a strong reputation.
  • Benefits: Enjoy a hybrid work environment and competitive pay rates.
  • Why this job: Great opportunities for career growth in a supportive team culture.
  • Qualifications: Strong communication skills and experience in customer service or sales required.
  • Other info: 12-month contract with flexible working arrangements.

The predicted salary is between 32000 - 38000 £ per year.

Strong Customer Services; Automotive; Administration; IT Skills

Job Role
The Group Car Scheme advisor will maintain the accurate details for all new starter and additional driver applications, including carrying out licence checks with our supplier, creating a customer record within the GCSO system, ensuring eligibility and Insurance criteria are met in line with guidelines, maintaining Affordability Policy is adhered to and allowances set up accordingly and liaising with employees to find them a suitable vehicle for their start date. The Group Car Scheme advisor will maintain the accurate details for the management of our retired OFK population: the order to delivery process, the maintaining of monthly direct debit payments, the calculation of final deductions for returned vehicles, the calculation and deduction of fines/excesses via direct debit and for providing purchase price quotes in an accurate and timely manner. The Group Car Scheme advisor will maintain the accuracy of the order delivery processes, including maintaining customer data in line with GDPR, the production of Credit Sale and Loan Agreements, quoting for the Group Car Scheme Bikes and OFK vehicles through the Fleetware system. In addition, the accurate setting of contracts live within Fleetware and for Bike and OFKs, this includes checking that all invoices match in every case. The role holder will perform the running and analysing of the weekly order banks to ensure all vehicles have been set live and will run and provide monthly payroll and live fleet reporting to the HRMs across the Group. The Group Car Scheme advisor will provide customer support for any in-life queries/issues; processing fines through employee payroll, supporting customers through the telephone, drop in\’s and email for any Car Scheme queries, maintaining scheme compliance in line with FCA regulations, maintain the provision of fuel cards and maintaining relationships with our preferred suppliers. In addition, the role holder will support customers with updating payroll, liaise and escalate any licence queries raised by our supplier (revoked licences etc) and provide Purchase Price quotations for leavers and liaise with HRM for Settlement Agreements and Retirees; managing the purchase process in the Fleetware system and with Thorne to update the V5. Responsible for investigating all Customer Complaints to reach a high standard of resolution. Understanding the situation and working with the Business Customer Escalations team to ensure feedback and resolution is delivered in a timely manner. Responsible for maintaining the payroll deductions or disputes at the end of the contract include Fail 1, Fail 2, Immediate Fail and unauthorised repairs, PTI deductions, and any required contract charges. The role holder will provide HRMs with supporting evidence following removal of employees from the scheme or support with the setting of any required ordering restrictions. In addition, the Group Car Scheme Advisor will be responsible for generating Adhoc invoices for our Direct Debit customers. Responsible for maintaining bespoke and sensitive employee queries/issues either directly with the employee or via the HRMs; including supporting with affordability (financial difficulties, change in circumstances), Insurance (Driving ban/accident), Health (Special ordering requirements), Leaving the business (Retiree, leaver or on a settlement agreement) and escalating to Group Car Scheme Co-ordinator where appropriate. When the Group Car Scheme contract comes to an end, the Group Car Scheme Advisor is responsible for maintaining end-of-contract duties, including the calculation of termination fees and returning cars to the Fleetware system and importing Appraisal and Disposal Invoices. Responsible for ensuring process and procedures adequately take into account our Consumer Duty responsibilities and that we have appropriate processes for identifying and ensuring good customer outcomes, including for customers with characteristics of vulnerability. A key responsibility that each Associate ensures that they are aware of and maintain on an ongoing basis a working knowledge of the regulations and business obligations that affect their role.EducationMinimum GCSE, including Maths and English.Good understanding of the Fleet Industry Operational requirements.Skills Previous experience in a telephone-based customer service role in the Automotive or Financial Services industry is additional skills: special skills / technical ability etc.Computer-literate with sound knowledge of all Microsoft Office packages. Good level of numerical understanding and accuracy.

What you need to do now

If you\’re interested in this role, click \’apply now\’ to forward an up-to-date copy of your CV, or call us now.
If this job isn\’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#

Customer Service Advisor employer: Hays

Join a leading automotive company in Farnborough, UK, where your career can thrive in a supportive and collaborative environment. With opportunities for growth, a hybrid work model, and a focus on employee well-being, we offer a rewarding experience for Customer Service Advisors looking to make a meaningful impact.
H

Contact Detail:

Hays Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Service Advisor

✨Tip Number 1

Familiarize yourself with the automotive industry and the specific company you're applying to. Understanding their products, services, and customer base will help you tailor your responses during interviews and demonstrate your genuine interest.

✨Tip Number 2

Practice your communication skills by engaging in role-playing scenarios. This can help you prepare for handling customer inquiries and complex issues, which are crucial for the Customer Service Advisor role.

✨Tip Number 3

Network with current or former employees of the company on platforms like LinkedIn. They can provide valuable insights into the company culture and the expectations for the Customer Service Advisor position.

✨Tip Number 4

Be ready to showcase your problem-solving abilities during the interview. Prepare examples from your past experiences where you successfully resolved customer issues or improved service processes.

We think you need these skills to ace Customer Service Advisor

Strong Communication Skills
Attention to Detail
Customer Service Experience
Negotiation Skills
Results-Driven Attitude
Problem-Solving Skills
Ability to Remain Calm Under Pressure
Experience in Collections
Sales Experience
Client Relationship Management
Time Management
Adaptability
Team Collaboration
Conflict Resolution

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in customer service, administration, and sales. Use specific examples that demonstrate your skills in managing customer accounts and handling complex issues.

Craft a Compelling Cover Letter: Write a cover letter that showcases your motivation for applying to this automotive company. Mention your strong communication skills and any relevant experience in collections or sales that aligns with the job responsibilities.

Highlight Problem-Solving Skills: In your application, emphasize your exceptional problem-solving abilities. Provide examples of how you've successfully resolved customer issues in the past, especially under pressure.

Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, as attention to detail is crucial for this role.

How to prepare for a job interview at Hays

✨Showcase Your Customer Service Experience

Make sure to highlight your previous experience in customer service during the interview. Share specific examples of how you've successfully managed customer accounts or resolved issues, as this will demonstrate your capability for the role.

✨Demonstrate Strong Communication Skills

Since strong communication is key for a Customer Service Advisor, practice articulating your thoughts clearly and confidently. Be prepared to answer questions about how you handle difficult conversations or negotiate payment plans.

✨Prepare for Problem-Solving Scenarios

Expect to be asked about how you would handle complex customer issues. Prepare a few scenarios where you successfully solved a problem, focusing on your thought process and the steps you took to ensure customer satisfaction.

✨Research the Company and Its Values

Familiarize yourself with the automotive company’s mission and values. This knowledge will help you align your answers with what they are looking for in a candidate and show that you are genuinely interested in being part of their team.

Customer Service Advisor
Hays
H
Similar positions in other companies
UK’s top job board for Gen Z
discover-jobs-cta
Discover now
>