Customer Support Breakdown Controller

Automotive, Motor Trade Job: Customer Support Breakdown Controller Required in Southampton.

Salary: Up to £26,400Per Annum
Term: Full Time, Permanent

Motor Trade Jobs / Automotive Vacancies: Automotive Customer Support Breakdown Controller

Our Client, a Vehicle Hire Company in the Southampton, Hampshire area is currently looking to hire a Vehicle Customer Support Breakdown Controller for their busy centre.

Job Purpose:
To manage customers breakdown events, booking jobs onto the in-house computer system and liaising with both the branch network and Supply Chain Partners to ensure that customers get back on the road as quickly as possible, and that repairs are undertaken cost effectively.

Job Duties:

* Offer front line customer support and advice following a breakdown or defect;
* Allocate calls and resources to ensure that all tasks are attended by the appropriate Engineer within contracted/targeted time-scales to comply with agreed Service Level Agreement (SLA’s) and organisational targets;
* Ensure Key Account customers and internal Management are regularly informed of call progression/development;
* Ensure that the necessary processes, procedures, and engineer work instructions are understood and followed thereby providing a consistent and professional service to the client;
* Assist with monitoring engineer productivity through diligent matching of their availability and skill set against existing workloads;
* General administrative duties as required such as raising and taking calls, monitoring of Call Management through the in-house telephony system, inputting data onto the in-house computer system ensuring accuracy of records, procedures and documentation;
* Provide ‘on-call’ cover via telephone outside of normal business hours to offer support for our outsourced network

Applicants must be able to demonstrate:

* Suitable industry qualifications/time served or demonstrable experience within the vehicle maintenance industry;
* A good general level of vehicle technical knowledge;
* Business standard IT skills, including Microsoft Outlook;
* Excellent communication and customer care skills;
* A tenacious, enthusiastic, and flexible disposition. Some prior experience with call handling/customer service, engineer allocation, customer management;
* Good self-starter with the ability to multi-task;
* Ability to work well under pressure in a call centre environment;
* Ability to work well as part of a team, and also on their own when required;
* Be a well organised individual with excellent time management and prioritisation skills.

To apply please send your CV to Laurie Scott quoting J58448, Customer Support Breakdown Controller, Southampton.

Please remember to add your home phone number, mobile number, email address and full address to your CV. If this information is missing it slows down our process and may result in us not being able to contact you.

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