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Customer Care Agent Full Time

at European Tyre Enterprise Ltd Glasgow in Glasgow (Published at 20-01-2021)

About us

European Tyre Enterprise Limited is an international tyre and automotive service, maintenance and repair business group with annual sales revenues of more than £1 billion across five countries in Europe.
We operate multiple retail brands including Kwik Fit with over 800 centres in the UK and Netherlands as well as Stapletons Tyre Services which sells over 6 million tyres to trade customers in the UK.
Our primary purpose is to keep drivers safe on the road and we achieve this by being the number one choice for our customers, a leading automotive aftermarket employer and an acknowledged innovator in our industry. We can only accomplish this with great people at the heart of what we do.
In choosing to build your career with us you?ll be joining a dynamic and diverse team striving to be the best.

The role

The Customer Care and Experience team is here to support our customer?s needs, giving professional advice, assistance and solutions.

We are also here to deliver a consistent and continually improving customer experience, so we increase customers trust and loyalty to our brands.

The Customer Care Agent will act as a multi skilled customer care Call Centre Agent and customer care Administrator agent on a rotational basis.

As part of the call centre function, the Customer Care Agent will act as the first point of contact for our Fleet, Retail and Mobile Customers. This role will handle all customer contacts in a professional and efficient manner using the One Stop or Single Case management approach and the ?PURPOSE? principles to find resolutions, which meet and exceed customer expectations and our service level agreements.

The admin support function will manage and give support to all customer contacts made via e mail or social media, applying One stop and Single Case approach and PURPOSE principles, the support tasks include monitoring, logging and responding professionally to written incoming customer contacts, issuing customer payments, arranging hire cars, exceeding the SLAs and completing any other admin support tasks required for the department.

Key accountabilities

  • Read and fully understand the sections within the Customer Services Operating Procedures and adhere to them on all occasions.

  • Follow remote working policy, ensuring you have a suitable safe working space at home and remain a professional etiquette and attire as you would if working from an office.

  • Answering the phones in a professional and friendly way, giving your contact name so customers are clear from the start who they are speaking with.

  • Follow GDPR policy when communicating verbally and in writing with customers and cross functional departments, if unclear refer to line Manager.

  • Ensuring that all customer contacts received are managed and resolved using the One Stop, Single Case or Operations managed approach and using the ?PURPOSE? principles whilst meeting and exceeding Customer Service Level Agreements.

  • Accurately logging, categorising, updating and closing all customer contacts on the Company ?Sugar? system.

  • Sending One Stop data back to the Business Improvement Manager on a weekly basis using the excel sheet provided.

  • Assisting Motability customers contacts and completing a warm transfer to relevant departments when required.

  • Escalating all Red Priority contacts to senior management using relevant escalation processes.

  • Professional and detailed communication of customer contacts that require Operations Manager support, using the ?Sugar? system to capture a good overview of the customer issues, concerns along with any evidence, this will help the Operations Manager investigate and find a resolution as quickly as possible.

  • Manage and discuss with relevant Divisional / Operational Management open contact files on a daily basis in line with procedures.

  • Receive and review closes from Divisional and Operational Management daily and discuss any questionable closes with the Senior Team Manager to ensure Company and brand image is protected.

  • Keep telephone lines open to receive calls at all times to maintain a low abandoned call ratio and ensuring that correct phone status categories are used at all times for accurate reporting purposes.

  • Receive and make all calls using correct telephone software to ensure accurate call logging and reporting can be achieved.

  • Use bespoke Fleet systems to identify which supplier the driver can use and advise accordingly.

  • Arrange hire cars for Retail, Fleet and Mobile customers.

  • Actively demonstrate ?one team? and ?customer first? culture along with Company values and vision in own role.

  • Provide regular feedback, any ideas to reduce repeat contacts and complaint trends to assist with the implementation of improvements for the business and our customers.

  • Provide support and assistance to other agents and internal customers as necessary.

  • Attend and contribute to department meetings where required.

  • Commit to self-development and training sessions/programs.

  • Reporting of sickness as per company policy.

Booking of holidays must be made and authorised by your line Manager

Skills & experience

  • A passion for customer service and excellent customer service skills.

  • Professional, personal and empathetic approach.

  • Good telephone manner.

  • Keep to your promises and keep your customers updated.

  • Very organised and can priorities tasks accordingly.

  • Problem-solving and analysis.

  • Great written and verbal communication.

  • Ability to handle complex queries and challenging customer scenarios.

  • An ability to learn new systems and processes.

  • Excellent communication and relationship skills.

  • Require a reasonable technical understanding of all products and services offered by the Company, be fully conversant with the Company Standards & Work Instructions and ETEL retail brands policies and procedures, in particular ETEL retail brand guarantees and terms and condition of sale.

Require a detailed knowledge of the ETEL retail brands Internet sales and back office processes

  • Customer service and complaints handling experience.

  • Call centre experience and fast fit industry experience will be an added advantage.

  • Computer literate.


  • Remote and office working ? Working location will be split between home and Letchworth/Tannochside office.

  • Hours ? 40 hours per week (Full time), 5 out 7 days rota. Working hours will be between 8.30am ? 6pm.

  • To be fully set up and ready to start work 15 minutes before shift starts.

  • Rotation of role ? 4 weekly rotation between admin and call centre function.

  • Follow remote working policy and remain a professional etiquette and attire as you would if working from an office.

Job Reference: ETEL00336

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