Driver Care Customer Service Advisor

Holman; West Midlands; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days annual holiday entitlement (+

Job summary

Holman is seeking a Driver Care Fleet Adviser to join the Operations Team in the UK. The role starts in the office for at least 5 days a week for the first 6 months, then moves to a hybrid pattern (Tuesdays to Thursdays in the office, Mondays and Fridays remote) with a permanent contract and a salary around £28,000.

You will need a positive, confident communication style to handle customers, colleagues, suppliers, and other contacts, with excellent questioning and listening skills to gather

Qualifications

• Experience in customer service is essential.
• Ability to remain calm and professional in pressurised situations.
• A good general level of education is required.
• Sound administrative skills are essential.
• Able to use PC, internet and email and learn new software quickly.
• Proficient in Word, Excel and Outlook at an intermediate level.

Responsibilities

• Take incoming calls from customers to organise service, maintenance and repairs for company vehicles.
• Receive calls from customers who have broken down.
• Organise and book service, maintenance and repairs with suppliers.
• Ensure recovery vehicles are organised promptly.
• Arrange courtesy vehicles or first rental arrangements.
• Schedule ancillary services as required.
• Keep customers informed of progress.
• Escalate concerns to the Team Leader.
• Perform ad hoc tasks as required by the business.

Skills

Customer service

Communication

Working under pressure

Administrative skills

PC literacy

Education

General education

Tools

MS Word

MS Excel

MS Outlook

Job description

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of these programs (programs may vary by country or worker type):

• Health Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• Retirement Plan
• Paid Time Off
• Tuition Reimbursement

Here at Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That is why we are listening; open to learning new things – about each other and ourselves. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It is The Holman Way!

We have an exciting opportunity that has arisen for Driver Care Fleet Adviser to join our growing Operations Team here at Holman UK. For the first 6 months you’ll need to spend at least 5 days a week in the office before we move you over to our hybrid model of Tues-Thurs in the office whilst working from home on a Monday and Friday, so please bear this in mind when applying. This is a permanent opportunity and the salary for this role will be circa £28,000.

We are looking for someone with a positive, confident, and approachable communication style, with the ability to adapt to accommodate customers, colleagues, suppliers and other contacts. You must be able to deal with a variety of situations with diplomacy whilst remaining calm and maintain a consistently professional telephone manner when dealing with internal and external calls. You will need excellent questioning and listening skills with an ability to assimilate accurate information.

Key Responsibilities will include:

• Take incoming calls from customers who wish to organise service, maintenance and repairs for their company vehicles
• Receive calls from customers who have broken down
• Organise and book service, maintenance and repairs with the appropriate suppliers
• Ensure that recovery vehicles are organised promptly
• Organise courtesy vehicles or make first arrangement for rental vehicles
• Schedule other ancillary services as required
• Keep customers and other interested parties informed of progress
• Escalate any concerns to the department Team Leader
• Ad hoc tasks as required by the business

What are we looking for?

• Experience of working within a customer service related role is essential, ideally in a service or contact centre environment
• Experience of working within a pressurised environment, with the ability to remain calm, empathetic and professional in difficult situations
• A good general level of education is required
• Sound administrative skills are essential
• Must be adept in the use of a PC, internet and email and able to grasp new software applications easily and quickly. Able to
• use Microsoft Word, Excel and Outlook to an intermediate level
• Comfortable working to targets and deadlines
• Experience in the motor industry is desirable, but not essential

What’s in it for you?

• 25 days annual holiday entitlement (+ 8 bank holidays)
• Floating Day Holiday in lieu of Birthday
• Group Personal Pension Plan
• Death in Service insurance cover
• Critical illness insurance cover
• Free parking
• Health cash plan helping with the costs of medical, dental and optical treatment
• Partners In Excellence rewards – Partner of the Quarter, Partner of the Year, Bonus
• Free Breakdown cover (eligible employees – service related)
• Long Service Awards, Support for further education / employee development.

The need to know parts:

• You must have the right to remain and work in the UK.
• You must tell us about any previous convictions or cautions including any deemed as 'spent'. These will not necessarily exclude you from employment but they must be declared at the point of application.
• Please also be aware we do not provide sponsorship for any of our positions advertised.

Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.

Holman delivers a unique range of automotive-centric services including industry-leading fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Guided by its deeply rooted core values and principles, Holman is continuously Driving What’s Right.

Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.