Customer Service Advisor

Introduction

We are seeking a driven and experienced Customer Service Advisor to join our high-performing service team at FRF Toyota Swansea. FRF Group is a family owned and run business priding itself with excellent customer service. Where meeting Customer Expectations is our Business. Exceeding them is our Goal.

Job Summary:

Customer Service Advisor serves as the primary point of contact between customers and the vehicle service team. They assess customer concerns, recommend necessary repairs and maintenance, prepare service estimates, and communicate repair progress. Their goal is to ensure a positive customer experience while accurately documenting vehicle issues and coordinating with technicians to deliver efficient, quality service.

Key Responsibilities:

• To create customer confidence in the company by ensuring a professional performance.
• To effectively operate a service department booking system.
• To record vehicle details and service histories accurately and effectively operate a customer follow-up system.
• To ensure the highest standard of courtesy and efficiency in customer contact and communication.
• To record customer requirements and details accurately.
• To maximise service sales and profitability by using professional sales techniques.
• Ensure customer awareness of all products and services available.
• To sell additional products, services and repair work in a professional manner.
• To carry out promotional work as directed and with enthusiasm.
• To maximise dealership profile.
• To ensure the highest degree of efficiency and understanding of customer requirements.
• To provide customer estimates according to company policy on schedules, times and pricing.
• To initiate job documentation and maintain customer records and follow-up systems.
• To document all warranty work as per manufacturers' requirements and dealership policy.
• To ensure account customers have sufficient credit to enable all work advised to be carried out as agreed; ensuring vehicles are not released until accounts have been settled in full.
• To ensure all work has been carried out as detailed and charged for.
• To ensure all cash sales are charged and money collected on completion of work.
• To maintain regular contact with customers as required, providing information regarding service costs, timescales, etc as required, ensuring necessary authorisation before work is carried out.
• To make and receive telephone calls in accordance with company policy and procedures.
• To maintain manual and computerised records.
• Maintains effective work relationships with colleagues in sales and vehicle servicing.

Required:

• Passion for delivering exceptional customer experiences
• Excellent customer service skills and a positive attitude to customer care.
• Good IT skills
• The ability to work to targets and deadlines
• Confidence to work alone without direct supervision.
• Resilient, self-motivated, and target driven
• Holds a full UK driving licence
• DBS check is required for this role

What We Offer:

• Comprehensive benefits package including pension
• Car Benefit Scheme - subsidised lease vehicle from £69.00 per month
• Staff & Family discount
• Cycle to work scheme

(Please provide your personal email address on applications)

We are an equal opportunity employer and welcome applications from all suitably qualified persons regardless of their age, sex, disability, race, religion, sexual orientation, or any other protected characteristic.

Job Types: Full-time, Permanent

Pay: From £13.03 per hour

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Referral programme

Experience:

• Customer service: 2 years (preferred)

Work Location: In person