Customer Service Advisor

We are looking for a highly customer-focused Customer Service Executive to join our growing SMR (Servicing, Maintenance & Repair) team. This is a phone and email-based enquiry ownership role, where you will manage customer queries from initial contact through to resolution. You will deal with enquiries relating to vehicle servicing, maintenance, repairs, invoices and SMR contract obligations, ensuring customers receive clear, accurate and professional advice. A key part of the role will be preventing enquiries from becoming complaints by understanding the customer's concerns, explaining their contractual responsibilities and providing a clear resolution wherever possible. Key Responsibilities

• Manage inbound customer and driver enquiries by phone and email.
• Take ownership of enquiries through to resolution.
• Handle invoice and billing queries, including disputed charges.
• Explain SMR contracts, inclusions, exclusions and customer responsibilities clearly.
• Resolve customer concerns and manage expectations proactively.
• Identify and address potential dissatisfaction before it becomes a complaint.
• Take full ownership of formal complaints when they arise.
• Investigate issues, liaise with relevant teams and suppliers and ensure appropriate resolutions.
• Keep customers updated and ensure they never feel they need to chase.
• Escalate issues appropriately while retaining ownership until resolution.
• Identify recurring issues and provide feedback to improve the customer experience. What We're Looking For
• Excellent telephone and written communication skills.
• Strong customer service and listening skills.
• Confident handling challenging conversations.
• Ability to explain contractual and financial information clearly.
• A proactive approach to problem solving.
• Strong ownership and follow-through.
• Calm, professional and resilient under pressure.
• Excellent organisation and attention to detail.
• Previous experience in customer service, complaints, fleet, automotive, leasing or a similar environment is advantageous. What Success Looks Like You will be someone who doesn't simply answer enquiries, you resolve them. You will make sure customers understand what is covered by their SMR agreement, why charges may apply, what happens next and who is responsible for each action. Ultimately, the role is about delivering an excellent customer experience and resolving issues before they become complaints wherever possible. Salary and Benefits
• Salary: £26,000 - £28,000
• Monday – Friday, 09:00 – 17:30 (1 hour lunch)
• 25 days annual leave, 8 days paid bank holidays + your birthday off