Customer Service Advisor

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