Customer Service Advisor in Milton Keynes

Primary Objectives

• To ensure the efficient operation of the Customer Service Cases

• To ensure high levels of customer service is achieved and dealer, customer & clients need are fully met

• To ensure all administrative processes are maintained and company policy and process is always followed

Requirements of the role

• Track all cases visible on the Case Management system, adhering to SLA\’s – 30 minutes for New Hires / 4-6 hours into hire.

• Review customer insurance qualification against insurance policy terms

• Confirm the booking to the customer immediately by telephone and email & meet customer expectations

• Deal with enquires and reservations from dealers and customers as required.

• Respond to telephone reservations to operational standards & ensure all staff adhere to this also.

• Amend bookings immediately upon receipt of notification using company procedures

• Inform the customer of potential problems arising to ensure full transparency either by telephone, email or text

• Manage all incoming queries to the Customer Service phone line, including dealer, client, and customer requests to operational standards

• Maintain reservations logs in connection to your own hire cases

• Deal with incoming queries via email to the designated Customer Service Inbox including dealer, client, and customer requests to operational standards

• Liase with suppliers to find solutions when applicable, either by phone or email

• Track and complete booking closures upon request

• Ensure any issues between integrated systems are resolved

• Manage the AA move over booking process & ensure customer remains in a continuation of hire.

• Manage all AA non warranty hires to ensure the customer is updated accordingly and the client does not incur hire charges beyond what the AA have authorised.

• Raise any concerns with the relevant department or management, to ensure processes are being followed as per company procedures

• Maintain administrative reservation logs to operational standards on a daily basis

• Providing support to the wider Nexus teams where necessary

• Ensure all cases & notes are updated on a rolling basis.

Skills & experience requirements

• Proven experience within a customer service/administration role

• Good levels of communication skills

• Highly accurate verbal and written communication is key.

• Initiative-taking and highly organised

• Ability to work on own initiative, under pressure and to deadlines.

• Comfortable communicating and influencing at all levels of the business

• Ability to work in a fast-paced environment

• Experience of working with high call volumes desirable but not essential

• Ability to use a variety of IT packages and learn new bespoke software

• Ideally 1 years\’ demonstrable experience in customer service/administration environment