Parts Advisor

Posted 19 November 2021
£20400.00 - £22015.00 per annum
Job type Permanent
DisciplineBusiness Support

Job description

Parts Advisor
£20,400- £22,015

Superb permanent opportunity to deliver excellent service to vehicle dealership retailers, parts and aftersales staff, supporting a multi-branded motor manufacturer. To work in a balanced and timely manner, delivered through technical excellence, in conjunction with other Parts & Technical Services Teams.

  • Delivery of an outstanding customer experience to all contacts
  • Assume ownership and ensure all inbound and outbound contacts are handled promptly, efficiently and with high level of professionalism
  • Ensure all contacts are recorded on the relevant case management/client systems following any guidelines/instructions issued to their respective teams
  • Proactive maintenance of technical and product knowledge relevant to accurate customer or commercial decision making
  • Qualification as a Parts Technician is essential, as calls will typically only be received rom retailer parts and aftersales teams who have been unable to resolve an issue
  • Appropriate involvement of Team Manager with respect to decisions that fall outside the scope of any brand guideline parameters
  • To be aware of the teams and units Key Performance Indicators and objectives and their contribution in their achievement
  • Provide support o the respective case management teams in resolving any customer care cases
  • Utilise parts and technical systems to identify realistic repair and order timings
  • Ensure networks/retailers are following service core processes
  • Provide proactive coaching to the network and CSC teams to prevent unnecessary future contacts and cost
  • To identify in conjunction with Parts and Technical Services insight, RDCs requiring further coaching delivered on a 1-2-1 basis either within the CSC or at a network site
  • Responsible for highlighting issues, trends or areas of opportunity for continuous improvement
  • Work closely as a team to proactively manage all parts related cases

Qualifications, Knowledge and Experience

  • Experience of a high value, high expectations customer contact centre vehicle management environment
  • Have 2-3 years experience within a main dealership parts operation
  • Strong desire to own and resolve customer, network and third party cases coupled with high levels of association with all brands
  • The ability to negotiate and challenge in a fast moving environment
  • Strong coaching skills are essential. Coaching will be required offsite at RDC sites and within the CSC
  • Qualified parts technician essential
  • Ability to interpret complex information from a variety of sources (retailer, brand, factory, customer)
  • Proven ability to work in a team
  • Essential motor industry experience, ideally within a branded retailer network or factory environment
  • Clean and current driving licence
  • GCSE passes in Mathematics and English language or equivalent as well as excellent working knowledge of Microsoft Office applications

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