Complaints Handler - Essex

£19k to £25k depending on experience - Service
Ref: 1918 Date Posted: Wednesday 20 May 2020
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Our client, an independent Vehicle Dealership in the CM postcode area of Essex is currently recruiting for an Aftercare Advisor/Complaints Handler to join their busy Aftersales team. We are looking for someone who has come from a highly trained customer service background, maybe from a big corporate company or call centre. Someone who is has worked at Team Leader level and undertaken training courses on how to effectively handle customer complaints and resolve them in a calm and efficient manner. 

Role description

The role of Aftercare Advisor will require you to provide outstanding and proactive customer care at all times.  You will be the first point of contact for customers in terms of aftersales, reviews and any queries they may have after their purchase. 

Key Responsibilities:

  • Be the main point of contact for customer aftercare
  • Lead on resolving any challenges customers may have
  • Ensuring all customers are communicated with correctly and promptly by the appropriate person
  • Keeping in touch with customers, making sure all queries are resolved and any aftercare issues are dealt with promptly
  • Develop guidelines/process to ensure there is an effective process in place for handling any customer aftercare challenges
  • Ensuring all administration and systems linking into aftersales are kept up to date
  • Promoting positive customer reviews by ensuring a speedy and positive response to all customer enquiries
  • Liaising with customers and the relevant departments regarding any challenging reviews to seek a resolve
  • To monitor and identify trends in aftercare issues and produce relevant reports for the executive team

About you:

  • You must have previous experience within a similar role in a Vehicle Dealership environment 
  • You must possess a complete and unwavering desire to ensure complete customer satisfaction at all times.
  • You must have a strong commitment towards achieving swift response times and positive customer reviews/feedback
  • You must have an ability to multi-task effectively between various methods of contact, have an excellent telephone manner and be a strong written communicator
  • You must always have the ability to remain calm under pressure
  • You must possess a confident knowledge of using Word, Outlook, Excel and DMS systems.

Working hours are Monday to Friday 9am to 6pm, with weekends as required.

If you would like to hear more about this Aftersare Advisor vacancy and others in the Motor Trade, please submit your CV to Adam Curtis of ACS Automotive Recruitment Consultancy.