Customer Service Advisor (12m FTC)

Protyre Autocare is looking for motivated Customer Service Advisors on a 12-month fixed term contract who want to make a difference to the customer journey. You will play a key role in maintaining excellent service standards for our customers. Reporting to our Customer Experience Manager, the Customer Service Advisor will handle inbound customer sales calls and enquiries and make outbound follow-up calls for vehicle reminder programs. Full training on our systems will be provided

Success in this role will come from a passion for delivering great customer service.

• Location: Office based in Stockton-on-Tees
• Working Pattern: Monday to Friday 8.30am-5.30pm, (1 hour lunch) rotational Saturdays 8.30am-4pm (30mins lunch)
• Must have: Due to the nature of the business, you must be able to work a this pattern which will include bank holidays.
• Benefits: Staff discounts on servicing, tyres and MOTs. Retail vouchers, Finder's fee, Life Insurance, Pension, Eye Care Vouchers, Buy/Sell Holiday, Flu Jab, Employee Assistant Program. Long Service Recognition, Enhance Maternity and Paternity, Cycle to Work, Charity Match.
• Recruitment Process: If you are successful following a first stage interview, you will be invited to an assessment centre.
• Training: Full training on our systems will be provided

About our role:

• 12-month fixed term contract
• Handle inbound customer sales calls and enquiries: Looking after live chat enquiries through our website, and manage inbound email enquiries, manage inbound social media enquiries, and triage complaints through to our Customer Contact team
• Handle outbound follow-up calls with current and previous customers or vehicle reminder programs and convert warm leads through building relationships with customers
• Answering customer enquiries quickly and efficiently, converting enquiries into bookings or sales, quickly triaging complaints through to our Customer Retention team
• Maintain customer service standards and maintain superb online reputation
• Pick up negative and positive online reviews and resolve them with the help of the operations team. For the speed of answering Telephone, Live Chat, Email enquiries/ complaints and Social Media enquiries and complaints. Conversion rates and online reputation and social media engagement.

About you:

• You will be organised and proactive - customer focused - who takes pride in your work with a passion for delivering a great customer experience.
• Some experience of a customer service facing role with either Retail, Hospitality or Leisure
• Experience of working in a fast-paced environment
• Proficient experience of MS Word, Excel, Outlook, CRM systems, Social media sites, Online platforms (Support desk/Review sites)
• Strong verbal, written and listening communication skills

About our company:

Micheldever Tyre Services (MTS) was founded in 1972 as a part time venture providing car servicing and tyres. Today, Micheldever Group is the fastest growing wholesaler, distributor and retailer of tyres in the UK, selling six million tyres nationwide (20 percent of the total UK market) and employing approximately 2100 employees company wide.

To support this business, we have built a wholesale distribution network of 14 sites around the UK supplying over 6,000 retailers and our own retail chain Protyre which is consistently growing. This is achieved by skilled, focused and determined teams across one central distribution centre and 13 warehouse operations nationwide.