First Response Advisor – Sleaford
Can you tell if someone on the end of the phone is happy or anxious, helpful or dismissive? Absolutely, and that’s why at AW Repair Group our First Response Advisors are delivering service with a smile even though customers can’t actually see them!
We have a rare opportunity for a new member to join the team. Why rare – because once you are part of the AW family you simply will not want to leave! We are proud to be named one of 1,000 Businesses to Inspire Britain, we’re certified carbon neutral, and we have more than 15% of our team who have worked with us for more than 10 years. We’re always looking for new and innovative ways to help our customers and we offer a career path to managerial level.
The Daily Role
As a First Response Advisor you will be the first team member our customers speak with following a vehicle accident. This may have been a bump into the gatepost or an event far more distressing. It is your role to reassure our customers that we will take care of their needs and find out what matters most to them. Is it a courtesy car big enough to carry a pushchair, maybe golfclubs or perhaps one of our doggy friendly vehicles is more suitable? Is it that the vehicle service is due next week or that they have only ever driven an automatic vehicle, or maybe that Special Teddy was left under the seat among all the distraction? If you feel you can make that difference, then we need you!
The First Response team members rotate to work directly with customers on the telephone and behind the scenes helping to direct the repair effectively and efficiently to one of our 11 sites according to location, capacity, damage, and vehicle manufacturer. For minor damage you will help customers understand how to take and send the required photographs of damage and for major damage you will explain the next steps to be taken by your Customer Liaison Advisor colleagues.
You will also assist your Customer Liaison Advisor colleagues by responding to incoming email enquiries and obtaining Driving Licence information in preparation for using a courtesy car.
How will you be appreciated?
We’re always looking for new and innovative ways to help our customers so if you like to be part of a team that is valued and listened to and see your great ideas implemented then this is the job for you. Your contribution could also be acknowledged with one of our Special Recognition Rewards or you might even get a personal mention in our many positive Google reviews.
At the forefront of the company, you will gain valuable experience across many areas of the business, learn and develop new skills with the opportunity for promotion to positions such as Senior Aftercare Manager, Communications & Marketing Manager or in House Training Manager.
We offer pay above NLW, bright modern working environments, supportive mentoring, pension, a health & well-being programme for you and your dependents and flexible working patterns where possible (see Diversity & Inclusion).
Ideally you will have at least one years’ experience in a customer service role. You will have an abundance of personality, enthusiasm, organisational skills and take satisfaction knowing you have helped someone every day.
Diversity and Inclusion
We are mindful of a work life balance to keep those smiley voices smiling and therefore always consider how job roles can accommodate flexible working patterns and family life. The position hours to be covered are 8.30am to 5.30pm and one in four Saturdays 9am to 12noon however where the position can be covered by two or more people working effectively together, we will give constructive consideration. Therefore, please do apply if your circumstances dictate you work more or less than the timeframes required.