Connected Support Advisor

Farol Ltd; Thame; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading agricultural and groundcare company in the UK is seeking a Service Coordinator to join their Centralised Service department. You will be responsible for scheduling work for technicians, communicating with customers, and maintaining high service standards. The ideal candidate will have experience in the Agricultural or Groundcare industry. The role offers a salary of £28,000 - £35,000, with opportunities for career growth and additional benefits.

Benefits

Company pension

20 days holiday increasing with service

Out of hours payment

Qualifications

• Experience in the Agricultural/Groundcare/Plant industries is preferred.
• Mechanical or technical background is an advantage.
• Service Administrators/Advisors from other industries will be considered.

Responsibilities

• Answer incoming telephone calls and take appropriate action.
• Allocate work for technicians based on expertise and skill.
• Keep in regular contact with customers and provide updates.

Skills

Customer communication

Scheduling and planning

Service promotion

Job description

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Farol Ltd is an extremely successful and growing multisite agricultural and groundcare business and the largest John Deere dealership in the UK.

Established as a family business in 1976, Farol today is made up of over 320 Service, Parts, Sales, Transport and Business Support Team Members, whilst still remaining 100% family owned. Holding the renowned John Deere franchise along with many other brands, we are the market leaders in agriculture, groundcare and homeowner products.

Our vision is to deliver a preeminent service by being at the forefront of technology, whilst developing a rich and rewarding environment for our employees.

About the Role

We have an exciting new opportunity for an individual to join our growing Centralised Service department at our Milton Common Head Office. You will be an integral part of the team and will use our cutting-edge tools and technology to provide a first class service to our customers.

You will be proactively planning & scheduling work centrally for 6 depots; your role will be to communicate with customers (both internal and external), and to allocate and schedule work to our technicians across the group. Your main priority is ensuring our customer service levels meet our customers’ needs whilst maintaining a first-class standard of service at all time.

Your main duties will include:

• Answering incoming telephone calls from customers and taking the appropriate action
• Utilising our scheduler and planning tools, allocating work for the technicians based on their expertise and skill
• Keeping in regular contact with customers throughout the job process – from initial contact to providing estimates, keeping the customer informed abouts timescales, through to invoicing once the work has been carried out
• Liaising with colleagues from other departments
• Developing retail sales revenue through the promotion of both the Service and Parts departments to both existing and new customers

About You

The ideal candidate will have previous experience within the Agricultural/Groundcare/Plant industries, either in a mechanical/technical position or as a Service Advisor. However, Service Administrators/Advisors from other industries will also be considered.

Basic salary in the region of £28,000 - £35,000 dependent on experience, out of hours payment, 20 days holiday increasing by 1 day for each completed year of service up to a maximum of 25 days (plus Bank Holidays), company pension and financial planning service.

Hours of work

8am - 5pm Monday to Friday

Weekend out of hours call handling rota (approximately 1 in 4)