Customer Service Advisor (12m FTC)

Micheldever Group; Tees Valley; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Staff discounts

Pension

Life Insurance

Eye Care Voucher

Cycle to Work

Job summary

Protyre Autocare is seeking a Customer Service Advisor for a 12-month fixed-term contract based in our Stockton-on-Tees office. You will handle inbound sales calls, live chat, email enquiries and social media interactions while supporting outbound follow-ups for vehicle reminder programs.

Successful candidates will be passionate about delivering excellent customer service, thrive in a fast-paced environment and work across multiple channels with our Customer Contact team to maintain a superb

Qualifications

• Customer-focused and proactive with a passion for great customer experience.
• Experience in a customer service role within Retail, Hospitality or Leisure.
• Experience working in a fast-paced environment; strong communication skills.

Responsibilities

• Handle inbound customer sales calls and enquiries via live chat, email and social media.
• Follow up with current and previous customers and manage vehicle reminder programs.
• Convert enquiries into bookings or sales; triage complaints to the retention team.
• Maintain superb online reputation and respond to reviews; coordinate with operations.
• Speedy responses across Telephone, Live Chat, Email and Social Media channels.

Skills

Customer service

Communication skills

Organised

Proactive

Tools

MS Word

Excel

Outlook

CRM systems

Social media

Online platforms

Job description

Protyre Autocare is looking for motivated Customer Service Advisors on a 12-month fixed term contract who want to make a difference to the customer journey. You will play a key role in maintaining excellent service standards for our customers. Reporting to our Customer Experience Manager, the Customer Service Advisor will handle inbound customer sales calls and enquiries and make outbound follow-up calls for vehicle reminder programs. Full training on our systems will be provided

Success in this role will come from a passion for delivering great customer service.

• Location: Office based in Stockton-on-Tees
• Working Pattern: Monday to Friday 8.30am-5.30pm, (1 hour lunch) rotational Saturdays 8.30am-4pm (30mins lunch)
• Must have: Due to the nature of the business, you must be able to work a this pattern which will include bank holidays.
• Benefits: Staff discounts on servicing, tyres and MOTs. Retail vouchers, Finder’s fee, Life Insurance, Pension, Eye Care Vouchers, Buy/Sell Holiday, Flu Jab, Employee Assistant Program. Long Service Recognition, Enhance Maternity and Paternity, Cycle to Work, Charity Match.
• Recruitment Process: If you are successful following a first stage interview, you will be invited to an assessment centre.
• Training: Full training on our systems will be provided

About our role:

• 12-month fixed term contract
• Handle inbound customer sales calls and enquiries: Looking after live chat enquiries through our website, and manage inbound email enquiries, manage inbound social media enquiries, and triage complaints through to our Customer Contact team
• Handle outbound follow-up calls with current and previous customers or vehicle reminder programs and convert warm leads through building relationships with customers
• Answering customer enquiries quickly and efficiently, converting enquiries into bookings or sales, quickly triaging complaints through to our Customer Retention team
• Maintain customer service standards and maintain superb online reputation
• Pick up negative and positive online reviews and resolve them with the help of the operations team. For the speed of answering Telephone, Live Chat, Email enquiries/ complaints and Social Media enquiries and complaints. Conversion rates and online reputation and social media engagement.

About you:

• You will be organised and proactive - customer focused - who takes pride in your work with a passion for delivering a great customer experience.
• Some experience of a customer service facing role with either Retail, Hospitality or Leisure
• Experience of working in a fast-paced environment
• Proficient experience of MS Word, Excel, Outlook, CRM systems, Social media sites, Online platforms (Support desk/Review sites)
• Strong verbal, written and listening communication skills

About our company:

Micheldever Tyre Services (MTS) was founded in 1972 as a part‑time venture providing car servicing and tyres. Today, Micheldever Group is the fastest growing wholesaler, distributor and retailer of tyres in the UK, selling six million tyres nationwide (20 percent of the total UK market) and employing approximately 2100 employees company wide.

To support this business, we have built a wholesale distribution network of 14 sites around the UK supplying over 6,000 retailers and our own retail chain Protyre which is consistently growing. This is achieved by skilled, focused and determined teams across one central distribution centre and 13 warehouse operations nationwide.