At a Glance
- Tasks: Deliver outstanding customer service and coordinate vehicle collections and deliveries.
- Company: Join The Vella Group, a leading accident repair specialist with over 30 years of experience.
- Benefits: Enjoy 33 days holiday, comprehensive training, and access to discounts and rewards.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Be the first point of contact and make a real difference in customer experiences.
- Qualifications: Strong communication skills and a proactive attitude; experience in customer service is a plus.
The predicted salary is between 29724 - 29724 £ per year.
About Us
The Vella Group is a leading accident repair specialist with over 30 years of experience helping customers get their vehicles safely back on the road. Renowned for our commitment to quality and customer service, we’ve grown to operate 20 sites across the UK — and we’re continuing to expand. This is an exciting time to join our team as we invest in innovation, growth, and our people.
Location: Peterborough. Salary: £29,724.50 per annum plus benefits. Hours: 42.5 hour week.
The Role
We are looking for a proactive and customer-focused Customer Services Advisor to join our team. This role is key to delivering outstanding customer service in line with company policies and procedures. You will be the first point of contact for customers, ensuring queries are handled promptly and professionally while coordinating vehicle collections, deliveries, and courtesy cars.
Key Responsibilities
- Deliver excellent customer service by understanding customer needs and expectations
- Maintain a professional presence at the reception desk, dealing with customer queries efficiently
- Handle dissatisfied customers calmly and elevate complaints to the General Manager or Production Manager when required
- Create and manage job documentation, customer records, and follow-up systems
- Arrange vehicle collections and deliveries, including courtesy vehicles
- Issue courtesy cars following correct procedures and ensure all paperwork is completed accurately
- Explain courtesy car controls, fuel requirements, insurance cover, excesses, and any additional contributions
- Maintain up-to-date knowledge of insurance company policies, including courtesy car provision and labour rates
- Ensure vehicles are not released until payment confirmation is received
- Liaise with drivers to ensure paperwork is completed and transport schedules are followed
- Work closely with the workshop, production manager, and assistants to monitor vehicle progress and update customers on completion times or delays
- Assist customers with booking vehicles in for repair when required
- Ensure all customer portals are kept accurate and up to date
- Carry out general administrative duties, including end-of-day cash handling
- Adhere to all company policies, procedures, and SLA requirements
About You
- Strong communication and customer service skills
- Calm and professional when dealing with complaints or challenging situations
- Highly organised with excellent attention to detail
- Confident using computer systems and online portals
- Able to work well as part of a team and liaise with multiple departments
- Previous customer service or automotive/insurance experience is desirable but not essential
Benefits
- 33 days’ holiday (including bank holidays)
- Comprehensive internal and external training
- Pension scheme and death-in-service insurance
- Enhanced maternity and paternity pay
- Perkbox - access to hundreds of discounts and rewards
- MediCash - free healthcare scheme
- Childcare vouchers or workplace nursery benefit
- Free on-site parking
- Uniform provided
Customer Service Advisor in Peterborough employer: The Vella Group Repair Centres
The Vella Group Repair Centres is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With a competitive 42.5 hour workweek, enhanced family leave benefits, and comprehensive healthcare options, you will thrive in a dynamic environment that values your contributions as we expand our operations in Southport.
Contact Details:
The Vella Group Repair Centres Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Peterborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Vella Group Repair Centres. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Vella Group Repair Centres before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in Peterborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Vella Group Repair Centres:Your cover letter is your chance to shine! Tell us why you want to work at The Vella Group Repair Centres specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Vella Group Repair Centres!
How to prepare for a job interview at The Vella Group Repair Centres
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
