Customer Service Advisor (Motortrade /Powersports)

Customer Service Advisor (Permanent, Full-Time Role) - Motortrade / Powersports

We are seeking a highly experienced *** Customer Service Advisor *** to join a dynamic and expanding team based near Towcester.

This permanent, full-time position is ideal for someone with strong customer service experience, particularly in dealing with end customers. Leadership experience is also highly desirable, as you will not only handle cases but may assist in guiding and supporting other team members.

In this role, you will report directly to the Head of Customer Service, managing customer enquiries via a case management system and ensuring resolutions are achieved efficiently. The position also includes supporting various administrative tasks within the department.

The role is primarily office-based, with the opportunity to work from home for up to two days a week following the probation period. There may also be occasional opportunities for both national and international travel.

Key Responsibilities for the Customer Service Advisor Role include:

Customer Support and Case Management:

• Manage customer cases from start to finish, providing direct support while overseeing and assisting other team members in managing their workload.
• Respond effectively to customer needs using available resources, primarily through written communication, with occasional phone contact.
• Ensure all enquiries are logged, tracked, and managed, following structured processes to provide timely and thorough responses.
• Collaborate closely with customers, dealerships, and internal teams to resolve queries and maintain strong working relationships.
• Develop a knowledge base for frequently asked customer questions, improving the speed and accuracy of responses.
• Provide support with safety recalls, registration updates, and small claims cases.
• Handle sensitive enquiries such as vehicle identification and legal matters from authorities.

Reporting and Administration:

• Generate and review weekly and monthly reports on open and closed customer cases for management.
• Collaborate with mobility partners to address data-related issues and ensure compliance during monthly reviews.

• Oversee administrative tasks related to product recalls, legal notifications, and vehicle safety.

   

Team and Personal Development:

• Attend regular team meetings and lead specific review sessions.
• Participate in training opportunities for continued professional development.

• Occasional attendance at marketing, dealer events, and exhibitions, which may require overnight stays.

   

The Ideal Customer Service Advisor Candidate:

Key Requirements:

• A minimum of 4 years' experience in a customer service position, particularly in case management at a head office level.
• Demonstrated leadership or supervisory experience.
• Excellent communication skills and the ability to work well under pressure.
• Proficiency in MS Office (Excel, Word, Outlook) and ability to quickly learn new software.
• A strong team player with a solution-driven mindset and high attention to detail.
• Ability to manage multiple tasks effectively while maintaining composure in a fast-paced environment.
• Ideally located within a commutable distance of NN12.

Benefits aligned to the Customer Service Advisor Role:

• Competitive salary and bonus scheme (DOE).
• Monday to Friday, 8:45 am – 5:15 pm working hours.
• 29 days of holiday per year, plus bank holidays.
• Pension scheme starting with a 3.5% employer contribution.
• Paid overtime for weekend public events.
• Private healthcare.
• Staff discounts on a range of products and services.
• Hybrid working model after probation, with up to two days remote work per week.

If this sounds like your next career opportunity, we’d love to hear from you!