Fleet Service Advisor - Customer Care & Dispatch

Trane Italia; Chorley; On-site; GBP 22,000 - 32,000; Full time

Job summary

Trane Italia is seeking a Fleet Service Advisor to join our on-site team in the UK. The role focuses on delivering excellent customer service, meeting KPI targets, and coordinating with suppliers to ensure timely vehicle repairs.

You will handle inbound customer calls, prioritise workload, and support the service centre with various tasks while maintaining cost controls and warranty processes. The position offers a structured shift pattern and benefits.

Qualifications

• Essential: Minimum GCSC level or equivalent.
• Desirable: CS related qualification.
• Experience in 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.

Responsibilities

• Answer all inbound calls to the Customer Service Centre within KPI.
• Prioritise workflow to maximise 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.

Skills

Customer service

Communication

Teamwork

Education

GCSC level or equivalent

Tools

Kerridge

R2C

Job description

Trane Italia is seeking a Fleet Service Advisor to join our on-site team in the UK. The role focuses on delivering excellent customer service, meeting KPI targets, and coordinating with suppliers to ensure timely vehicle repairs.

You will handle inbound customer calls, prioritise workload, and support the service centre with various tasks while maintaining cost controls and warranty processes. The position offers a structured shift pattern and benefits.