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Customer Support Advisor

Apply now Job no: 527760
Work type: Full time
Site: Slough
Categories: Autocentre Support Centre
Location: Berkshire

As an implant on behalf of the Halfords Autocentres team, you will work with both operational support and technical support. We are looking for a colleague based within the customers headquarters in Slough to represent Halfords Autocentres with the below responsibilities.

Responsibilities

  • Operating within a busy and dynamic call centre environment
  • Manage the offers and declines from all suppliers in a timely and highly professional manner.
  • Improve telephone / 1 Link performance and provide a proactive approach for the authorisations
  • Provide administration support where necessary to a service delivery manager
  • To ensure a consistent high level of customer (customer and supplier) service is delivered
  • Provide detail incident notes to support complex repairs and customer feedback
  • To obtain authorisation for fleet managed and rechargeable repairs
  • Team cover - Provide team cover on telephone support to the all white label customers
  • To improve the telephone / 1 Link response rate
  • Action all alternative date offers & declined bookings on 1link with the focus being on redirecting all appropriate bookings to a Halfords Autocentre
  • Any issue resolution required that may come up during the above task
  • Amend any DTM’s and RV’s on bookings as required, book RV’s if required
  • Adhere to special messages on customers’ accounts
  • To support the technical aspect of the department by routing calls to suitably skilled resources
  • To ensure that all department processes are followed at all times

Person Specification
The following competencies are essential in a candidate:

  • Achievement Drive: Seizes opportunities to achieve and exceed both business and personal objectives
  • Building Relationships: Puts sustained effort into building influential relationships
  • Customer Focus: Dedicated to meeting and exceeding the expectations and requirements of customers
  • Developing Self & Others: Has the ability and interest to take responsibility for own development and actively encourages and supports the development of others
  • Judgement & Decision-making: Demonstrates a readiness to make quality decisions, based on logical analysis or information and can organise them
  • Team Working: Works co-operatively and productively with all colleagues

The following competencies are desirable in a candidate:

  • Interpersonal & influencing skills: Influences, convinces or impresses others in a way that on logical analysis or information and can organise action
  • Leading Change: Identifies ways to improve our business. Engages with all colleagues to support them through ambiguity and transition.

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