Transport & Logistics

Permstop Ltd; Greater London; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Pension scheme

Holiday entitlement

Employee discounts

Job summary

Permstop Ltd in Greater London is seeking a Customer Support Advisor for a busy accident repair centre. You will handle inquiries by phone, email, and in person, manage bookings, and support the bodyshop workflow from initial contact to vehicle handover.

The role requires 1–2 years in a customer support or administrative role within automotive settings, a full UK driving licence, strong communication, and proficiency in MS Office and CRM systems; Audatex/EMACS familiarity is a plus.

Qualifications

• Minimum 1–2 years in a customer support or administrative role within a bodyshop, accident repair centre, or automotive service environment.
• Full UK driving licence (clean) – essential for occasional vehicle movements/site visits.
• Proficient in MS Office (Word, Excel, Outlook) and CRM systems; familiarity with bodyshop management software is advantageous.

Responsibilities

• Act as the first point of contact for customers via phone, email, and in-person regarding repairs, estimates and progress updates.
• Coordinate with bodyshop technicians, estimators and parts teams to provide timelines, cost breakdowns and repair status.
• Manage customer bookings, process insurance claims, and ensure all paperwork is accurate and compliant.
• Resolve customer concerns promptly to achieve high satisfaction and repeat business.
• Assist with administration including scheduling collections/deliveries and maintaining CRM records.
• Conduct vehicle handovers and explain repairs/aftercare to customers.
• Support on-site activities such as vehicle inspections or collections (driver's licence required).
• Contribute to team KPIs for customer service (response times, satisfaction scores).

Skills

Customer service

Communication

CRM systems

MS Office

Bodyshop experience

Driver's license

Organisational skills

Problem solving

Tools

Audatex

EMACS

Job description

Location: Greater London area (office-based with occasional site visits)
Salary: £28,000 per annum (depending on experience) + benefits package
Hours: Monday to Friday, 8-hour shift (09:00 – 17:00) with occasional overtime as required (paid at premium rates)
Contract Type: Permanent, full-time
Role Overview: Join a leading accident repair centre as a Customer Support Advisor, where you'll play a key role in delivering exceptional service to clients in a fast-paced automotive environment. This position is ideal for someone with bodyshop experience who thrives on building strong customer relationships, managing queries, and ensuring smooth operations from initial contact to vehicle handover. If you have a passion for the automotive industry and excellent communication skills, this is your opportunity to contribute to a dynamic team focused on quality repairs and customer satisfaction.

Key Responsibilities

• Act as the first point of contact for customers, handling inquiries via phone, email, and in-person regarding vehicle repairs, estimates, and progress updates.
• Coordinate with bodyshop technicians, estimators, and parts teams to provide accurate timelines, cost breakdowns, and repair status reports.
• Manage customer bookings, process insurance claims, and ensure all documentation (e.g., repair orders, invoices) is accurate and compliant.
• Resolve customer concerns or complaints promptly, aiming for high satisfaction and repeat business.
• Assist with administrative tasks including scheduling collections/deliveries, maintaining customer records in CRM systems, and supporting the bodyshop workflow.
• Conduct vehicle handovers, explaining repairs and aftercare to ensure a positive customer experience.
• Occasionally support on-site activities, such as vehicle inspections or collections (driver's licence required).
• Contribute to team targets for customer service KPIs, such as response times and satisfaction scores.
• Proven experience in a customer support or administrative role within a bodyshop, accident repair centre, or automotive service environment (minimum 1–2 years preferred).
• Full UK driver's licence (clean and valid) – essential for occasional vehicle movements or site visits.
• Strong communication and interpersonal skills, with the ability to explain technical repair details in simple terms to non-experts.
• Excellent organisational abilities, with experience handling high volumes of inquiries in a busy setting.
• Proficient in MS Office (Word, Excel, Outlook) and CRM systems; familiarity with bodyshop management software (e.g., Audatex, EMACS) is advantageous.
• Customer-focused mindset with a proactive approach to problem-solving and service excellence.
• Right to Work in the UK (valid documentation required).
• Reliable, punctual, and able to manage occasional overtime demands.
• Knowledge of insurance processes, vehicle repair standards (e.g., BS 10125), or customer service qualifications (e.g., NVQ in Customer Service).
• Experience in a high-volume repair centre dealing with fleet or retail customers.

What We Offer

• Competitive salary of £28,000 with opportunities for progression in a growing accident repair business.
• Standard benefits including pension scheme, holiday entitlement, and employee discounts on services.
• Professional development through on-the-job training and support.
• A supportive team environment with modern facilities and a focus on work-life balance (no standard weekends).