Brakes Group

Customer Care Advisor

11 May 2017
08 Jun 2017
Brakes Group
Business Sector
Food & Drink
Full Time
Contract Type
Role Purpose Statement
To deliver excellent customer service, proactively informing customers of any service issues and ensuring that all incoming delivery queries are handled promptly and to the customer’s satisfaction. Identify trends and issues with a view to recommending changes to policy/procedures in order to improve customer service.
Key Accountabilities & Responsibilities
  • Proactively inform customers of any delivery service issue
  • Handle customer calls in a polite and empathetic manner
  • Negotiate solutions to complex delivery issues to meet both customers and Brakes needs
  • Liaise with other departments to ensure corrective action is taken on delivery issues and follow up to ensure delivery
  • Ensure all customer delivery queries/complaints are properly documented using the appropriate customer services database
  • Raise notifications as appropriate for collections and credits
  • Respond to complaints by letter where appropriate
  • Analyse patterns of complaints & enquiries, identify operational issues underlying customer service complaints and tenaciously ensure resolution
  • Identify and present the need for new or improved customer service and operational process solutions
  • Develop a sound knowledge of customer’s needs, competitor activity and the Company’s products/resources
  • To work effectively with other individuals and teams to achieve company objectives and share best practice
  • Train nominated administrator as cover for holidays and peak times
Performance Indicators
Key Result Areas
  • Expected Deliverables
  • Maintain a high level of call quality ‘First Choice for Customers’. Encourage the customer to continually shop with us.
  • Responses and resolutions in line with team service levels and KPI’s.
  • Communication to all relevant departments.
  • Telephone service levels in line with department guidelines.
  • Consistent level of service provision through use of process flowcharts.
  • Accurate logging of customer issues.
  • Build effective working relationships with all internal departments.
  • To be punctual and ensure attendance remains within company guidelines.
    (b) KPI’s
    Achieve monthly coaching target
    80/20 service level. 3% abandon rate
Knowledge, Skills & Experience
  • PC Literate & Administrative Skills
  • High standard of written and oral communication skills
  • Excellent interpersonal, problem solving, negotiation, decision making and assertiveness skills
  • Ability to organise and manage time effectively
  • Ability to analyse patterns of complaints and enquiries and tenaciously seek resolution of underlying issues which are the cause of customer service complaints
  • Ability to cope under pressure to meet the demands of a busy functional workload
  • Have a lively and confident manner and possess a sense of humour
  • Excellent team player
  • Food knowledge
Company Values and Leadership Traits
  • Customer Focus
  • Team Player
  • Communicates openly
  • Time management
  • Results orientation

  • Problem solving and analytical thinking
  • Change orientation and adaptability