Customer Service Agent

The Best Connection Group Ltd; Warrington; On-site; GBP 18,000 - 24,000; Full time

Job summary

The Best Connection Group Ltd in Warrington is seeking an experienced Customer Service Agent to join our client’s Warrington contact centre. You will communicate with customers across multiple sites to provide accurate repair status updates and proactive information.

Daily duties include contacting Site Managers for current repair status, recording notes in iImage, and delivering clear, honest customer updates while maintaining data protection standards.

Qualifications

• Proven experience as a Customer Service Agent.
• Ability to communicate updates clearly to customers.
• Comfortable speaking with customers across multiple sites.

Responsibilities

• Hold a structured daily call with Site Managers or Assistant Site Managers to obtain latest status and ETA.
• Provide proactive, clear updates to customers about vehicle repairs.
• Record all contact attempts and update notes in the system.
• Explain technical information in straightforward language.
• Maintain accurate records and data protection compliance.

Skills

Customer service experience

Job description

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 delay
• Clarify missing or conflicting information before contacting the customer
• Follow up outstanding updates and resolve 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