Customer Service Advisor

ACTIVATE GROUP LIMITED; Birmingham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

33 days holiday

Annual pay review

Quarterly bonus

Health cash plan

Parental pay

Life assurance

Free breakfasts

Birthday surprise

Job summary

Activate Group is seeking a Customer Service Advisor for our Activate Accident Repair site in Birmingham. You will be the first point of contact for customers and visitors, ensuring a welcoming experience while coordinating courtesy car logistics and liaising with the workshop to provide accurate repair updates.

The role involves handling payments, processing invoices, and supporting with complaints in line with company policy.

Qualifications

• Strong attention to detail and professional communication across phone, email and in-person interactions.
• Ability to manage multiple tasks in a fast-paced reception/visitor environment.
• Experience with payment processing and basic invoicing is a plus.

Responsibilities

• Welcome customers and colleagues at the reception area and provide a positive, welcoming experience.
• Deliver exceptional customer service and manage the logistics of courtesy cars and visitor flow.
• Coordinate with workshop to estimate completion times and communicate updates to customers.

Skills

Attention to detail

Communication skills

Computer literate

Process understanding

Proactive

Time management

Handling confidential info

Tools

CRM software

Job description

Job title

Customer Service Advisor

Department

Activate Accident Repair

Location

Mallard Lodge, Water Orton, Birmingham, B46 1NS

Hours

42.5 hours per week (Mon-Fri)

Salary

We are proud to say, We are a Real Living Wage Employer

We’re looking for a Customer Service Advisor to join our team, and play a key role at Activate Accident Repair Birmingham.

Activate Group is a growing UK business approaching 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.

Role Overview

• First point of contact for customers and colleagues visiting the Bodyshop. Responsibilities include greeting customers, issuing courtesy cars, liaising with the workshop and updating customers.

Key responsibilities

• Responsible for the reception area, including greeting customers and providing a positive and welcoming experience.
• Deliver exceptional customer service.
• Co-ordinate and manage the logistics of a collection/delivery service based on a large fleet of courtesy cars.
• Liaise with the workshop to determine vehicle completion times and delays, relaying any special instructions from the customer with regards to deadlines.
• Regularly update the customer with progress on their repair.
• Carry out visual inspections of courtesy or customer vehicles to identify any accidental damage caused to avoid uninsured loss damage costs.
• Process payments and issue invoices.
• Supporting with handling complaints in line with Company policy.
• Adhere to all company policies, procedures, and service level agreements.
• Knowledge and compliance with Health and Safety regulations.

Skills and experience

• Strong attention to detail.
• Ability to deal professionally with the issues that arise.
• Excellent communication skills in all areas, including by telephone, email and in face-to-face situations.
• Computer literate.
• Ability to understand, implement and review complex processes.
• Proactive.
• Ability to organise time and resources.
• Good time management and prioritisation skills.
• Handling confidential information.

Benefits

• 33 days holiday (including bank holidays)
• Annual pay review
• Quarterly Bonus Scheme up to £450 per quarter
• Personal health cash plan – claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group, we want everyone to have the tools and support they need to do their best work. We’re an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.

Every role at Activate Group is aligned to our wider business vision and purpose – making someone’s bad day better. You’ll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.

We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We’ll also support your ongoing development through regular feedback and career planning.

Whether you’re based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you’ll be part of a supportive culture where people are encouraged to succeed.

A bit about us

Activate Group is a fast-growing business approaching 1,000 team members nationwide.

We work with some of the UK’s largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield.

We manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners.

We also work with the UK’s largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.

Our purpose & values

Our purpose underpins everything we do: Make someone’s bad day better

Our values define how we work with our team members, customers and suppliers:

• Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
• Strive for better – Be bold. Challenge the norm - make small improvements often.
• Win together – Be a team player. Win together, learn together, respect each other.