Fleet Service Advisor

About the role

Trane Technologies is looking for a Fleet Service Advisor in Bolton, working on site five days a week. Reporting to the Call Centre Manager and Fleet Service Supervisors, the main aim is to provide excellent customer service and meet or exceed customer requirements and KPIs. The shift runs from 12.00 p.m. to 12.00 a.m. on a 4-on-4-off pattern.

Key responsibilities

• Answer all inbound calls to the Customer Service Centre within KPIs and prioritise workflow to meet productivity and quality targets.
• Deliver on-time delivery, product excellence and adherence to customer requirements.
• Build close working relationships with suppliers and internal teams to optimise work allocation.
• Ensure all customer KPIs and SLAs are met and chase suppliers on timely job completion, keeping VOR within KPI.
• Issue warranty items to the correct suppliers within reasonable timescales and make accurate frontline decisions on vehicle placement while maintaining cost controls.
• Handle the movement of broken-down and replacement vehicles within KPI and SLA timeframes.
• Update system notes on job status, log calls and keep customers informed of repair progress.
• Support the management team with tasks and take on additional work as needed.

Required profile

• Minimum GCSC level or equivalent (essential).
• Desirable: CS-related qualification and previous experience in a customer-oriented service environment, preferably automotive.
• Experience in a customer services centre and ability to work independently and make decisions confidently.
• Knowledge of vehicle parts is an advantage.

Required skills

• Excellent verbal and written communication.
• Computer literacy; knowledge of Kerridge or R2C is preferable.
• Attention to detail, flexibility, motivation and proactive problem solving.