Customer Service Agent

The Best Connection Group Limited; Warrington; On-site; GBP 18,000 - 19,000; Part time

Job summary

The Best Connection Group Limited is recruiting a Customer Service Agent for our Warrington contact centre. You will communicate with customers to provide repair status updates, estimated completion dates, and parts information, ensuring accurate notes are recorded in our systems.

The role requires handling multiple customer inquiries, maintaining a professional telephone manner, and delivering clear, detailed updates while coordinating with Site Managers.

Qualifications

• Experience in a customer service, contact centre, service adviser or similar telephone-based role.
• Confident and professional telephone manner with strong listening and questioning skills.
• Ability to explain complex or technical information clearly and sensitively.
• Strong written accuracy and attention to detail when recording customer notes.
• Good organisational and time-management skills.

Responsibilities

• Hold a structured daily call with each Site Manager or Assistant Site Manager within the allocated sites to obtain the latest status of each vehicle repair, estimated completion date, outstanding parts, and any delay.
• Proactively telephone customers with clear, honest updates on repair progress and dates.
• Record every contact attempt, note, update and action in the system and escalate issues when needed.
• Make a minimum of 3 call attempts before sending written communications and aim to speak with at least 25 customers daily.
• Manage customer expectations professionally and ensure timely follow-ups with production sites.
• Identify complaints and pass to the Customer Experience team per escalation process.

Skills

Customer service

Telephone communication

Communication clarity

Time management

Tools

CRM systems

Microsoft Office

Job description

£13.25 to £14 per hour, Salary dependant on experience

Contract Type:

Temporary

Hours:

Full time

Disability Confident:

No

Closing Date:

15/11/2026

About this job

Exciting new opportunities available in Warrington Town Centre!

Our client, a leading vehicle repairer is looking to recruit an experienced Customer Service Agent to join their dedicated & committed team.

Based at our Warrington contact centre, the Customer Service Agent works closely with Site Managers and Assistant Site Managers to establish the status of each repair, the latest estimated completion date (ECD), parts availability and any actual or potential delays.

The ideal candidate will be required to speak to directly with customers

• providing proactive and accurate repair updates to customers whose vehicles are being repaired across a number of sites, providing clear and reassuring updates and recording accurate notes in our systems in line with the best practice guide.

Key responsibilities of the role: Hold a structured daily call with each Site Manager or Assistant Site Manager within the allocated sites Obtain the latest status of each vehicle repair, estimated completion date, outstanding parts, next repair stage and any actual or potential delayClarify missing or conflicting information before contacting the customer Follow up outstanding updates and elevate recurring information gaps to the line manager Proactively telephone customers and provide a clear, honest and customer-friendly update on the progress of their vehicle repair Make a minimum of 3 telephone call attempts before sending any written communications Speak to at least 25 customers each working day and deliver a meaningful update Explain technical or production information in straightforward language Manage customer expectations professionally and agree when the next update will be provided Avoid making commitments that have not been confirmed by the relevant production site Record unsuccessful contact attempts and take the appropriate follow-up action Ensure follow through on any queries raised by customers Record every contact attempt, successful conversation, update, agreed action and next-contact commitment in iImage promptly Ensure all notes are factual, concise, accurate and completed in line with the iImage best practice guide Maintain records that allow another colleague to understand the current position and continue the case where necessary Identify complaints or material dissatisfaction and pass these promptly to the Customer Experience team using the agreed escalation process Protect customer and company information in line with data protection requirements and company policies Previous experience & skills: Experience in a customer service, contact centre, service adviser or similar telephone-based role Confident and professional telephone manner, with strong listening and questioning skills Ability to explain complex or technical information clearly and sensitively Strong written accuracy and attention to detail when recording customer notes Good organisational and time-management skills, with the ability to prioritise a high-volume daily workload.

Calm, resilient and solutions-focused when speaking with customers affected by delays or uncertainty Comfortable using production, claims or customer relationship management systems and Microsoft Office applications High level of discretion when handling personal and commercially sensitive information.

Previous experience in accident repair, automotive aftersales, insurance, claims or a production environment (desirable) The working hours 0830 - 1700 Monday to Friday An immediate start is available after successful interview