Customer Service Representative - Edinburgh

AB Volvo; Broxburn; On-site; GBP 23,000 - 28,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to join their Edinburgh team. This role is pivotal in delivering exceptional customer experiences, acting as the first point of contact for clients. You will manage the reception area, schedule service appointments, and ensure seamless communication between customers and workshop teams. With a strong emphasis on customer satisfaction, you will play a key role in maintaining the company's reputation for outstanding service. If you're passionate about helping others and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

Up to 33 days holiday

Company bonus scheme

Contributory Pension scheme

Health Cash Plan

Life Insurance

Discount on Renault cars

Electric Car Salary Sacrifice Scheme

Maternity Leave with full pay

Paternity Leave with full pay

Qualifications

• Ability to work in an organized manner in a fast-paced environment.
• Friendly and helpful nature with a focus on excellent customer service.

Responsibilities

• Manage customer relations and reception area, ensuring exceptional service.
• Schedule customer service appointments and coordinate workshop plans.

Skills

Customer Service

Communication Skills

Organizational Skills

Problem-Solving

Teamwork

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

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Customer Service Representative - Edinburgh

Location: Broxburn, GB, EH52 5ND

Position Type: Professional

Customer Service Representative (CSR)

Location: Edinburgh
Salary: Up to £28,000 (dependent upon skills and experience)
Position type: Full-time - Permanent

Volvo Trucks is renowned for delivering high-quality commercial vehicles and outstanding customer service. Our Edinburgh dealership is committed to maintaining this reputation by providing superior support to our customers. We are currently seeking a dedicated and customer-focused Customer Service Representative (CSR) to join our team and be the first point of contact for our valued clients.

As the first point of contact for our valued customers, you'll play a pivotal role in managing the reception area, creating a welcoming environment, and ensuring customers feel well-informed and supported at every stage of their journey with us.

Key Responsibilities:

1. Customer Relations & Reception Management: Be the face of Volvo Group UK, offering exceptional service by managing the reception area and acting as the main point of contact for customers. Your friendly and professional demeanor will set the tone for every interaction.
2. Service Scheduling & Planning: Take charge of the planning and scheduling of customer service appointments, ensuring smooth operations by coordinating the workshop planner and customer service plans with precision.
3. MOT and Service Coordination: Handle the seamless booking of MOTs and both planned and unscheduled work in compliance with VOSA requirements, ensuring that every detail aligns with industry standards.
4. Communication & Updates: Keep customers in the loop by providing timely updates before, during, and after any work is completed. Maintain accurate records in the workshop planner and relevant systems to ensure smooth communication across teams.
5. Contract & Service Details: Update customers and workshop teams on contract types and work progress, proactively liaising between the two to ensure all incremental work is authorised promptly.
6. Job Documentation Accuracy: Ensure the accuracy of job documentation received from the workshop, reviewing it meticulously to ensure smooth billing and service completion.
7. Invoicing & Customer Satisfaction: At the point of vehicle collection, prepare and provide invoices to customers. Resolve any queries or objections quickly, maintaining a positive relationship. Follow up after the service to ensure customer satisfaction and address any concerns.
8. Administrative Support: Support the depot with various administrative tasks, contributing to the efficiency of the operation and ensuring every detail is managed with care.

Who are you?

• Be able to work in an organised & methodical manner in a fast moving environment
• Have a friendly and helpful nature with the desire to deliver excellent customer service
• To be able to effectively communicate to customers and colleagues
• To be able to identify customers’ needs & propose appropriate solutions
• To be able to remain calm and patient in a dynamic business environment
• Flexible and positive approach to changing circumstances and changing priorities
• Team Oriented
• Basic knowledge of Word, Excel & Outlook applications & general computer literacy

What’s in it for you?

Alongside your salary, we can also offer you some fantastic employee benefits. Heres just some of them:

• Up to 33 days holiday (inclusive of Bank Holidays & increasing with length of service)
• Company bonus scheme - paid quarterly up to a max of 5%
• Contributory Pension scheme + Health Cash Plan + Life Insurance
• Discount on Renault cars & Electric Car Salary Sacrifice Scheme
• Maternity & Adoption Leave 6 months full pay moving to 6 months half pay | Paternity 2 weeks leave with further 3 weeks in first 3 years

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in

Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.

Joining Volvo Group offers you the opportunity to be part of a global leader in sustainable transport solutions. Our products and services impact everyday life, and we are dedicated to innovation, safety, and sustainability. We foster a culture of support, care, and mutual respect, encouraging growth and impact for our employees. If you are passionate about making a difference and growing your career, consider joining us in shaping the future of transport.