Customer Services Advisor

Customer Services Advisor

Location: Preston

Job Type: Full-time, Permanent

About The Vella Group

The Vella Group is one of the UK’s leading accident repair specialists, known for delivering high-quality repairs and exceptional customer service. With multiple sites across the UK and strong partnerships with insurers and manufacturers, we pride ourselves on our professional standards, investment in our people, and commitment to continuous improvement.

About the Role

We are looking for a proactive and customer-focused Customer Services Advisor to join our team. This role is key to delivering outstanding customer service in line with company policies and procedures. You will be the first point of contact for customers, ensuring queries are handled promptly and professionally while coordinating vehicle collections, deliveries, and courtesy cars.

Key Responsibilities

Deliver excellent customer service by understanding customer needs and expectations

Maintain a professional presence at the reception desk, dealing with customer queries efficiently

Handle dissatisfied customers calmly and escalate complaints to the General Manager or Production Manager when required

Create and manage job documentation, customer records, and follow-up systems

Arrange vehicle collections and deliveries, including courtesy vehicles

Issue courtesy cars following correct procedures and ensure all paperwork is completed accurately

Explain courtesy car controls, fuel requirements, insurance cover, excesses, and any additional contributions

Maintain up-to-date knowledge of insurance company policies, including courtesy car provision and labour rates

Ensure vehicles are not released until payment confirmation is received

Liaise with drivers to ensure paperwork is completed and transport schedules are followed

Work closely with the workshop, production manager, and assistants to monitor vehicle progress and update customers on completion times or delays

Assist customers with booking vehicles in for repair when required

Ensure all customer portals are kept accurate and up to date

Carry out general administrative duties, including end-of-day cash handling

Adhere to all company policies, procedures, and SLA requirements

About You

Strong communication and customer service skills

Calm and professional when dealing with complaints or challenging situations

Highly organised with excellent attention to detail

Confident using computer systems and online portals

Able to work well as part of a team and liaise with multiple departments

Previous customer service or automotive/insurance experience is desirable but not essential

Benefits

33 days holiday

Internal and external training opportunities

Pension scheme and death in service insurance

Enhanced maternity and paternity pay

Perkbox – access to hundreds of exclusive discounts and rewards

Medicash – free healthcare scheme

Childcare vouchers or workplace nursery benefit

Free on-site parking

Job Type: Full-time

Pay: £27,500.00-£28,000.00 per year

Ability to commute/relocate: Preston PR2: reliably commute or plan to relocate before starting work (preferred)

Experience: Customer service: 1 year (required)

Work authorisation: United Kingdom (required)

Work Location: In person

REF-(Apply online only)

Back to blog
Ads

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...