Halfords

1. JOB PURPOSE

To support the customer contact with HAC teams in delivering a service that customers’ come back for, by demonstrating a high standard of customer service and professionalism at all times, aiming to resolve issues at the first point of contact.

Responsible for dealing with a range of fleet and warranty enquiries both from customers and the operations network. Working with multiple industry standard platforms to include but are not inclusive to Pace, ITMS Tyre and 1Link in order to facilitate and manage bookings will be a large function of the role.   

2. JOB CONTEXT

Reporting into the Team Manager’s key responsibilities will be to manage various fleet concerns, ordering and arranging authorisation of all automotive products via multiple portals and liaising between our operations and our customers to manage day to day issues.

The role will heavily focus on striving to continuously improve our service levels both within our Autocentres and Mobile Expert business by handling queries and complaints in an effective manner, problem solving and finding a suitable solution whilst creating a positive working environment for all team members.

3. KEY RESPONSIBILITIES

• Proactively answering incoming contacts - within agreed timescales
• Book, confirm and manage fleet smr and tyre jobs in line with agreed processes
• Provide a high standard of customer service at all times, ensuring that a courteous and calm manner is used at all times
• Ensure appropriate investigations are undertaken to understand the root cause of issues, and inform the appropriate departments to enable corrective action to be taken
• Conduct analysis and reporting of key information, identifying trends and working with technical and product teams to find solutions. 
• Effectively and proactively manage fleet and warranty complaints and escalations in the most appropriate way to present a confident and professional approach
• Provide support to Business Development Managers (BDMs) and liaise with Autocentre Managers and Regional Managers. 
• Work closely with all internal departments to identify and remedy issues
• Provide general departmental and administration support to the fleet and within the customer service team.