Fleet Service Advisor

Trane Technologies; Bolton; On-site; GBP 22,000 - 26,000; Full time

Job summary

Trane Technologies is seeking a Fleet Service Advisor to provide excellent customer service within our on-site Customer Service Centre. You will handle inbound calls, manage workflow to hit KPIs, and coordinate with suppliers to ensure timely repairs and customer satisfaction.

The role emphasizes strong communication, teamwork, and the ability to make frontline decisions to meet quality targets. A GCSE level or equivalent is essential, with experience in automotive customer service advantageous.

Qualifications

• Essential: Minimum GCSE level or equivalent.
• Desirable: CS related qualification.
• Experience in a customer-oriented, service environment, preferably automotive.
• Experience of working in a customer services centre.
• Knowledge of vehicle parts would be an advantage.

Responsibilities

• Answer all inbound calls to the Customer Service Centre within KPI.
• Prioritise workflow to maximise time efficiency and meet productivity and quality targets.
• Deliver exceptional customer service across the board by meeting on-time delivery and customer requirements.
• Build close working relationships with suppliers and internal teams to promote cooperation and optimize work allocation.
• Ensure all customers' KPIs and SLAs are met when dealing with requests.
• Support the management team with tasks/requests as needed by the Service Centre.
• Ensure warranty items are issued to correct suppliers within reasonable timescales.
• Make frontline vehicle placement decisions promptly while maintaining cost controls.
• Coordinate movements of broken-down and replacement vehicles to meet KPI/SLA timelines.
• Follow up with suppliers on job completion and keep customers updated on repair status.

Skills

Customer service

Communication skills

Teamwork

Problem solving

Education

GCSE level or equivalent

Tools

Kerridge

R2C

Job description

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world.

Learn about our benefits designed for you to Thrive at work and at home.

We boldly go.

Where Is The Work

On-Site (5 days)

What's In It For You

Working under the guidance of the Call Centre Manager and Fleet Service Supervisors, the main aim of a fleet service advisor is to provide excellent customer service; to meet and exceed their customer’s requirements and KPI’s.

Shift pattern

12.00 p.m-12.00 a.m. ( 4 on 4 off)

What You Will Do

• Answer all inbound calls to the Customer Service Centre within KPI
• Prioritising workflow to maximize time efficiency, to meet productivity & quality targets.
• Deliver exceptional customer service across the board by achieving on-time delivery, product excellence and adherence to customer requirements.
• Build close working relationships with the suppliers/internals to promote co-operation and ensure utilisation and optimisation of work allocation.
• Make sure all customers KPI’s and SLA’s are met when dealing with all requests
• Support the management team with any tasks/requests as required by the demands of the Service Centre.
• Ensure all warranty items are issued to correct suppliers within reasonable timescales.
• Make accurate frontline decisions within a timely manner, ensuring correct placement of vehicles whilst maintaining cost controls.
• Responsible for the movements of broken-down vehicles and replacement vehicles (spares) to cover within KPI and SLA time frames.
• Chase Suppliers on the timely completion of jobs, keeping VOR within KPI.
• Update notes on system to reflect status of jobs and log any calls received to and from customers. Keep customer informed at all time of status of repair of vehicle and adhere to any queries from the customer in a timely manner.
• Picking up any additional areas or tasks that require support as and when required within the team.

What You Will Bring

• Essential: Minimum GCSC level or equivalent
• Desirable: CS related qualification
• Previous working experience within a customer orientated, service environment, preferably within the automotive industry.
• Experience of working in a customer services centre.
• Knowledge of vehicle parts would be an advantage.

Knowledge And Skills

• Ability to prove and demonstrate your experience in the provision of high levels of customer satisfaction.
• Excellent communications skills and the ability to clearly communicate information both verbally and in writing
• Excellent computer literacy, a working knowledge of Kerridge or R2C is preferable
• Ability to work as part of a team and on your own.
• Attention to detail. Must be flexible and motivated
• To be confident to work independently and have confidence to make decisions alone.
• Professionally presented and possess a good work ethic.
• Ability to pro-actively provide solutions and solve internal and external customer queries.
• To be highly self-motivated - Essential

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.