Fleet Service Advisor

About the role

Thermo King UK is hiring a Fleet Service Advisor to join its Bolton office. Working under the guidance of 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 post is full-time and permanent, based on site in the Bolton office (BL6 4SA).

Key responsibilities

• Answer all inbound calls to the Customer Service Centre within KPI.
• Prioritise workflow to maximise time efficiency and 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 on every request.
• Support the management team with tasks and requests as needed.
• Issue warranty items to the correct suppliers within reasonable timescales.
• 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.
• Chase suppliers on timely job completion, keeping the VOR within KPI.
• Update system notes on job status, log calls and keep customers informed of repair progress.

Required profile

• Proven experience delivering high levels of customer satisfaction.
• Excellent verbal and written communication skills.
• Team player who can also work independently, with attention to detail, flexibility and motivation.
• Professional presentation and good work ethic.
• Proactive problem solving for internal and external customer queries.

Required skills

• Excellent computer literacy.
• A working knowledge of Kerridge or R2C is preferable.

Shift pattern

• 4 days on, 4 days off, 12-hour shifts from 6am-6pm, 9am-9pm or 12pm-12am.