Customer Support Advisor – Outbound Team 

Salary: £25,500 per annum 

Hours: 18 hours per week, between Monday to Sunday

When you join ATS Euromaster, you will be part of a nationwide tyre retailer with over 50 years of experience, operating out of more than 150+ service centres across the UK. We are also part of the Michelin Group of companies, so you know you will be joining a reputable business that invests in its people.

Job Summary

As a Customer Support Advisor, you will coordinate both resource and stock to ensure jobs are dispatched to the field operations team accurately and on time, ensuring that all processes and quality measures are adhered to, whilst maximising capacity to increase productivity. Providing a high standard of both inbound and outbound telephone support and associated administrative tasks within the Call Centre. Delivering outstanding customer service to both internal and external high-profile customers within a critical timeframe. Complying with Customer Service Level Agreements (SLA’s) and internal procedures to achieve defined Key Performance Indicators (KPI’s) and quality measures.

Key Areas of Responsibility as a Customer Service Advisor

• Jobs are passed from either the Inbound call-taking team or via our customer portal to the Outbound team, who are responsible for identifying the appropriate Technician and locating the stock in order to complete the job for the Customer in an efficient and effective manner.

• Jobs are dispatched to the Technician and Advisors will act as the liaison between the Technician and the Customer until the job has been completed in line with the agreed SLA’s and KPI’s.

• Advisors will order stock from preferred suppliers if required.

• Take responsibility for updating customers if any changes have been forecast from the original request.

• Obtain accurate and relevant information from customers in order to correctly identify their requirements.

• Ensure customers’ needs are met when they require critical and/or special care.

• Ensure the Technicians route is planned to minimise the risk of job failure and increase productivity.

• Accurately and efficiently enter information reported onto the relevant IT systems and be competent in using all systems within the department.

• Correctly follow the Customer policy instructions relating to the handling of information for each customer.

• Manage the 3rd party escalation and suppliers to ensure they deliver a high standard of service to our customers in line with their provided ETA's and SLA's.

• Communicate with customers to keep them updated and ensure that jobs are completed on time

• Adhere to the agreed escalation procedures and individual KPI’s.

• Adapt your approach to each and every situation ensuring you deliver outstanding customer service every time.

• Take calls that come into the Outbound team and respond to any enquiries as appropriate.

• Deal with internal, back office queries during peak call periods or as required.

• Assist the Inbound team with incoming calls during peak call periods or as required by the Team Leader, Manager or Call Centre Manager.

Role Requirements

Essential

• Delivering outstanding customer service

• Accuracy, attention to detail and working to strict deadlines

• Good knowledge of UK geography

• A good knowledge of using IT systems

Benefits as a Customer Service Advisor:

• A competitive basic salary of £25,500 per annum

• 18 hours per week, between Monday to Sunday

• 33 days’ holiday pro-rated (inclusive of bank holidays)

• Michelin pension scheme

• Life assurance & income protection (as a member of our pension scheme)

• Share incentive plan

• Enhanced maternity & paternity pay

• Employee recognition & long service award schemes

• Employee assistance programme

• Healthcare cash plan options

• Competitive staff discount scheme on our range of products and services

• Discounts on holidays, shopping, restaurants and much more, all through our ‘Lifestyle’ employee benefits-programme

• Salary sacrifice schemes, including cycle2work

• Free onsite car parking

ATS Euromaster is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of race, religion, sex, sexual orientation, age, disability or any other status protected by law.