Senior Customer Service Advisor

Birmingham Business Park - Solihull

Mon - Fri 08.30 - 17.30

up to £25,000 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
• Experience in meeting strict deadlines
• 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