Contact Centre Advisor

Job description

We are seeking a Customer Service Advisor to join our client's Contact Centre team in Bristol. As a Customer Service Advisor, you will play a crucial role in delivering exceptional customer service and ensuring all jobs are processed and booked efficiently. Your primary focus will be on handling incoming calls, resolving queries, providing updates, and booking appointments. With your excellent communication skills and attention to detail, you will contribute to maintaining high customer satisfaction levels and meeting specific targets. This is a temporary position with the potential for permanent employment.

Contract Type: Temp To Perm

Hourly Rate From: £11.44

Working Pattern: Full Time

Role Responsibilities:

Handle incoming calls, including new quotations, booking new jobs, and resolving queries on existing jobs.
Review jobs booked at source to ensure they meet requirements before the appointment date.
Proactively contact customers who have not selected a booking date to book appointments.
Complete and submit insurance authorisation requests to the relevant parties.
Ensure all email correspondence is promptly actioned and suitable responses are provided.
Liaise with Branch Managers to communicate booking changes or amendments.
Work collaboratively with Branches to achieve targeted TTS (Time to Serve) performance.
Maintain accurate and up-to-date job notes.
Undertake any other duties as reasonably required.

Key Performance Indicators:

Meet contractual requirements by booking and validating all jobs efficiently.
Achieve utilisation and productivity targets.
Process work in line with compliance guidelines.
Meet team Key Performance Indicators (KPIs).
Answer incoming calls within 20 seconds.
Maintain abandonment rate below 4% for incoming calls.
Acknowledge and respond to emails on the same day.
Submit parts checks upon job receipt.
Access and clear the Fleet Portal by the end of each shift.

Other Key Responsibilities:

Health and Safety:

Implement safe systems of work.
Report faults and hazards promptly.
Identify and report health and safety risks or issues.
Participate in risk assessments.

Confidential Information and Data Security:

Handle and store highly confidential information appropriately.
Ensure data security in line with privacy policies.

Working Relationships and Contacts:

Internal:

Collaborate with Contact Centre, Regional Operations Managers, Branch Managers, and Support function colleagues.

External:

Interact with Direct Customers, Insurance companies, Fleet Customers, and Public Sector employees acting in an official capacity.

If you have a passion for delivering exceptional customer service and want to join a collaborative team, then we would love to hear from you. Apply now to embark on an exciting career as a Customer Service Advisor.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.