Customer Support Advisors - Duart House

About us

Everyone knows Kwik Fit for our tyres, but these days we do a whole lot more. Servicing, fleet services, fast-fit – whatever comes our way, our teams have what it takes to get the job done properly. And whilst half of our MOT and service appointments are booked in advance, either online or over the phone, we are still ready to save the day for customers who need us at the drop of a hat. You could say we’ve learnt to expect the unexpected!

That’s what it’s all about for us – being there for customers in their hour of need and delivering friendly service of the highest quality when they need it most. It’s what makes our centres a valued part of their local communities.

And we’re just as dedicated to our staff. With Kwik Fit you’ll be given every opportunity to develop your skills using state-of-the-art equipment and working with some of the biggest brands out there.

Sounds good, doesn’t it? That’s why we say, ‘you can’t get better’.

The role

Everyday is an exciting new challenge as a Customer Contact Advisor with no two calls being the same. You will experience new things – not to mention the weird and wonderful problems you’ll encounter – there’s no shortage of variety and plenty of opportunity to use your finely tuned people skills. By joining our team, you’ll be sharing your skills with the best in the business at a company where career development and training are a priority. If you’re already on your way to being a great advisor, Kwik Fit will get you there faster.

The role itself will have you as the first point of contact answering a wide range of calls from dealing with customers online enquiries, bookings and payments to our very own fleet customers calling for advice and making bookings. As a Customer Contact Advisor, you will play an integral role in continuously meeting our customers’ needs and expectations all whilst delivering the very best customer service.

• Full time and part time shift patterns are available
• Training will be completed onsite, side by side
• Hybrid working one day per week once training has been successfully completed

Key accountabilities

No two days are the same at Kwik Fit -

• Achieving key maximum performance results measured on telephone statistics, speed and accuracy.
• Maintain high levels of customer awareness and flexibility.
• Report areas of improvement or concern to line manager.
• Work as a conscientious team member.
• Promote a professional image of Kwik-Fit & Kwik Fit fleet operations at all times.

Skills & experience

Our friendly service and top-level mechanical expertise is a winning combination that makes us heroes in the community. Striking that balance as a Customer Contact Agent requires a special skill set including:

• Excellent keyboard skills.
• Excellent telephone manner.
• Sound commercial knowledge.
• Problem-solving and analysis.
• Excellent written and verbal communication.
• Excellent Customer Service skills.
• Ability to handle complex queries and challenging customer scenarios.
• An ability to learn new systems and processes.
• Excellent communication and relationship skills.
• Ability to work under pressure to meet business KPI’s and targets.

Other

• 34 days pro rata annual leave including bank holidays
• Exclusive discounts at major retailers, restaurants, holidays and much more
• Generous staff discounts for you and your family
• Award-winning training and development, with fantastic career prospects
• Wide range of wellbeing support for you and your family

Job Reference: KF24366