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Gold Trusted Service

All Cars Less Than 3 Years Old
and less than 25,000 miles

Customer Care Advisor

Location: Derby
Hours: 37.5 Monday-Friday with Saturday on rotation
Salary: £16,087 p/a
Department: Customer Service and Customer Care
Employment type: Permanent Full-Time
Closing Date: 30/09/2017

The Role

Reporting to the Customer Relations Manager, you will offer a professional and supportive service to Motorpoint customers by liaising between site and customer to resolve any issues relating to the purchase of their vehicle. You will make out bound calls to proactively sell GAP insurance and deal with in bound queries whilst adhering to Motorpoint’s Customer Service Quality Standard.

The ideal candidate will have a ‘can do’ approach to work, with excellent communication skills and attention to detail and a genuine commitment to delivering excellent customer service. 

  • Contacting customers after collection to gain feedback regarding their Motorpoint experience
  • Creating and sending full and final settlement letters
  • Arranging payments to franchised dealers, independent garages, tyre specialists etc for repairs to customer’s vehicles that Motorpoint are liable for
  • Liaising with dealers if vehicle needs a repair that isn’t covered by the warranty
  • Assessing customers individual complaint/issue
  • Resolving questions, queries and issues either by phone or written communication
  • Inbound and outbound calls
  • Responding to written communication from customers
  • Tracking customer satisfaction
  • Following agreed timelines of communication
  • Authorising and arranging customer refunds and goodwill
  • Being the first point of contact when a customer calls
  • Maintaining efficient and compliant operations by following policies and procedures; reporting any required changes

The Person

  • Demonstrable customer service experience
  • Ability to convey empathy and understanding
  • Automotive knowledge would be beneficial but not essential
  • Exceptional telephone and email manner
  • Recognises when to seek advice from others
  • Well organised, logical approach to workload with the ability to prioritise accordingly
  • Thorough and persistent, with excellent attention to detail and accuracy
  • Open minded, willing to receive feedback to improve performance
  • Competent user of Word and Outlook
  • Responds positively to change and willing to try new ideas
  • Friendly, approachable and works well when under pressure
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