Job Summary

As a Customer Experience Advisor, you'll guide customers through every stage of their repair journey, ensuring they always know what's happening with their vehicle and feel looked after from the moment they contact us until they collect their car.

You'll work closely with our workshop, estimators, insurers, work providers, and manufacturers to coordinate repairs while maintaining outstanding communication with customers. This position offers an exciting opportunity to develop your skills in a fast-paced environment while making a positive impact on every customer you assist.

Responsibilities

• Welcome customers into the repair centre and provide a professional first impression.
• Answer incoming telephone calls, emails, and online enquiries.
• Manage customer bookings and appointments.
• Keep customers updated throughout their repair journey.
• Coordinate with workshop teams, Vehicle Damage Assessors (VDAs), parts departments, and work providers.
• Arrange courtesy vehicles where required.
• Maintain accurate customer records using our management systems.
• Ensure every customer receives regular progress updates.
• Handle customer queries professionally and resolve issues promptly.
• Support the smooth day-to-day running of the front office.
• Deliver a customer experience that reflects the high standards of the Finesse brand.