Halfords

1. JOB PURPOSE

Make bookings for Fleet Customers into Autocentres and dispatching Mobile Technicians

2. JOB CONTEXT

Based at our Fleet Support Centre in Stockport you will be reporting to the Fleet Contact Centre Manager. You will be booking Mechanical and Tyre related work for our fleet VIP customers into Autocentres and dispatching Mobile Technicians. You will be ensuring our fleet business customers receive excellent service by liaising with technicians and Centre managers and assisting the account management team with routine queries. You will be providing a crucial service in this key area of our growing fleet business.  

3. KEY RESPONSIBILITIES

To make bookings in an accurate timely manner working on a rota basis between 6 am and 8 pm (Monday to Sunday) including but not limited to:

• Providing excellent customer service
• Answering inbound phone traffic
• Answering emails
• Accurate data entry
• Resolving customer queries
• Updating progress of bookings on multiple customer platforms
• Liaising with operational colleagues
• Liaising with the account management team

Minimum Criteria

• Previous Customer service experience
• An entry level understanding of the Microsoft Office package
• Good verbal and written communication skills
• Flexible
• Positive outlook
• Resilient and determined.
• Self-Motivated
• Enthusiastic and willing to learn.
• Inquisitive mind
• Attention to detail

Skills Knowledge and Experience

• Customer Service Experience ideally in a contact centre environment
• Good keyboard skills.
• KPI driven
• Industry knowledge would be an advantage.