AddressCustomer Service Specialist - Automotive
Location: Walton on Thames, Surrey
Hours: Mon-Thursday, 9am-5.30pm, Friday, 9am- 4.30pm
Role overview
Return on Investment (ROI) is a market-leading business, providing the biggest names in the automotive sector with pioneering sales, Customer Service, tech and marketing solutions. We are fortunate to work with major, global brands including BMW, JLR, Volvo, Kia and Volkswagen and our clients trust us to solve their biggest challenges with expertise, skills and knowledge. Our success is driven by two things, an absolute focus on delivering excellence to our clients and our desire to be a company that people love to work for.
ROI has built an enviable reputation of providing support services to the automotive industry and we are continuously growing. To enable us to realise our ambitions we now have an exciting opportunity for a Customer Service Specialist to join our Kia team. This important role is an ideal opportunity for candidates who are passionate for Customer Service with extensive experience in complaints management. The successful candidate will be thorough and disciplined with a drive for achieving excellent results.
As a Customer Service Specialist, you will be based at Kia’s UK Head Quarters in Walton on Thames and be responsible for the day-to-day liaison between the Contact Centre team based in Milton Keynes and Kia HQ. Work with the Customer Service Manager to provide industry leading support to our customers and dealers using the appropriate channel in compliance with policy, procedures, quality standards and relevant legal and regulatory guidelines.
What will you do?
- Work with the ROI and Kia Aftersales teams to ensure that customer ‘off-road’ time is minimised to increase customer satisfaction.
- Liaise with key stakeholders across the business to ensure that any product, quality, parts or literature concerns are highlighted and resolved as quickly as possible.
- Proof read customer communications to ensure they are factually and grammatically correct reflecting the ‘Voice of Kia’.
- Attend regular calibration and customer journey reviews for coaching to achieve continuous improvement of case management by the Contact Centre based team.
- Carry out case and process reviews of customer cases providing feedback and actions to the Contact Centre Team Managers.
- Maintain the CRM database and provide reporting, as required.
- Conduct administration duties as directed by the Customer Service Manager.
- Demonstrate a full understanding of the client’s products and processes e.g., model range, warranty criteria, dealer policies and processes to confidently answer complaints through to resolution.
- You will consistently achieve positive feedback to meet the relevant Customer Satisfaction/NPS score and adhere to best practice, ensuring attention to detail and accuracy is achieved.
- Manage own time to complete a wide variety of tasks, according to priority, balancing calls, webmail, reporting and general administrative duties to complete tasks by the deadlines set.
- Ensure all actions remain compliant with relevant regulatory codes of conduct e.g., GDPR, PECR, Health & Safety and comply with all policies, processes, and procedures.
What should you be able to demonstrate?
- You must have extensive experience in a senior Customer Service role or evidence of transferrable skills including strong relationship management skills to build effective relationships with clients and key stakeholders.
- You must be able to actively listen to be understanding of customer issues and have good problem-solving skills to be able to resolve issues.
- You will be customer and solutions focussed with the ability to forward think and respond to customers in a friendly, positive and persuasive manner.
- You will be able to empathise when dealing with customers and business partners in demanding situations and able to resolve conflicts effectively in a polite and professional manner.
- You must have a calm and methodical approach to work, with the ability to multitask.
Able to use own initiative to make decisions based on agreed policies and procedures.
Able to prioritise and manage time effectively to complete a wide variety of tasks and meet deadlines. - You will be a competent PC user with CRM skills as well as strong verbal, written skills.
- You will be energetic, able to remain positive and adapt quickly in a changing, environment.
Why you should work for ROI:
Our people are at the centre of what we do. By joining ROI you will be joining a business that prides itself on offering excellent opportunities for training and development, with market leading benefits to ensure that ROI is genuinely a company our people want to work for. You will be:
- Working with a well-established client.
- Given exciting opportunities for career progression and enrichment – there are many avenues to develop within the business, 80% of our current managers started their journey with ROI in a more junior role.
- Offered a highly competitive benefits package including a £500 health and wellbeing allowance, the opportunity to apply for funding for future study, access to discounts for the purchase or lease of vehicles and an excellent pension scheme. Other benefits include:
- 22 days holiday (Plus bank holidays) with 3 flexi-days after one year’s service and further increases after three, seven and ten years.
- Access to healthcare schemes.
- A day off on your birthday and a voucher to treat yourself to something nice.
- Offering hybrid working to allow a mixture of home/office working.
