Customer Service Advisor

ACTIVATE GROUP LIMITED; Newcastle upon Tyne; On-site; GBP 31,000 - 33,000; Full time

Benefits offered by this job

33 days holiday

Quarterly bonus up to £450 per quarter

Annual pay review

Personal health cash plan

Enhanced parental pay

Life assurance

Free breakfasts and fresh fruit

Birthday surprise

Job summary

ACTIVATE GROUP LIMITED is seeking a Customer Service Advisor to join Activate Accident Repair in Newcastle. You will be the first point of contact, greet customers, issue courtesy cars and liaise with the workshop to manage repairs.

The role emphasises high-quality service, detailed communication, and efficient logistics with a large fleet of courtesy cars. Benefits include a structured career path and regular reviews.

Qualifications

• Strong attention to detail.
• Excellent communication skills in all areas (phone, email, face-to-face).
• Computer literate and able to navigate systems.
• Ability to understand, implement and review complex processes.
• Proactive and well-organised time management.
• Handling confidential information with care.

Responsibilities

• Reception area responsibilities: greet customers and provide a welcoming experience.
• Deliver exceptional customer service.
• Coordinate and manage logistics of collection/delivery for a large fleet of courtesy cars.
• Liaise with the workshop to determine vehicle completion times and relay any deadlines.
• Regularly update customers on repair progress.
• Carry out visual inspections for accidental damage.
• Process payments and issue invoices.
• Handle complaints in line with company policy.
• Adhere to all company policies, procedures and SLAs.
• Follow Health and Safety regulations.

Skills

Attention to detail

Communication skills

Computer literacy

Time management

Prioritisation

Confidential info handling

Job description

Job title: Customer Service Advisor
Department: Activate Accident Repair
Location: AAR Newcastle, Unit 2 Balliol Business Park, Benton Ln, Newcastle upon Tyne NE12 8EW
Hours: 45 hours a week (Mon-Fri)
Salary: £31,473 per year plus quarterly bonus

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

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

We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:

• 33 days holiday, including bank holidays
• Quarterly bonus scheme up to £450 per quarter
• Annual pay review
• Personal health cash plan– claim back the cost of everyday healthcare such as dental and optical check-ups
• Enhanced maternity, paternity, adoption and shared parental pay
• Life assuranceat three times your basic salary
• Free breakfasts and fresh fruit
• Abirthday surprisefor everyone

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 approaching1,000 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 inHalifax, Peterborough and Huddersfield.

We manage every step of the repair journey - repairing vehicles at our ownActivate 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.