Job descriptions

Take a look at our job descriptions to see if you’ve got what it takes to be a Customer Contact Centre Advisor, Technician or Branch Manager.

Customer Contact Centre Advisor

A winning package for people who have a passion for providing great customer service over the phone.

The job

As one of our Contact Centre Advisors you’ll often be the first person motorists talk to when they need our help. You’ll need to be welcoming, whilst able to calmly and quickly find the best solution. For example, you could be arranging urgent mobile support for a driver whose windscreen has been damaged, or you might be asked to explain the safety aspects of driving with damaged car glass. What you say and how you say it will leave a lasting impression with our customers so we’ll give you all the encouragement, training and confidence you need to do a great job.

Location

As one of our contact centre advisors you will be based at our Autoglass^® head office at Priory Business Park, Bedford. We’re next to the A421 Bedford Southern Bypass at its junction with the A603 Sandy road.

Hours

We can offer you a variety of shifts and hours to suit your own personal commitments.

Salary

You’ll receive an hourly rate of £6.85, rising to £7.00 once you have completed a probationary period, and an additional £1.60 for every hour you work after 7pm. For example, a full-time advisor achieving average bonus would receive on-target earnings (OTE) of £16k.

Bonus

We like to reward and recognise our teams as often as we can, so you can look forward to receiving a monthly bonus for all of your achievements.

Our requirements

We will give you all the training, encouragement and support you will need to succeed in the role. All we ask for in return, is that you have previous customer service experience and a passion and drive to deliver great service.

Benefits

As well as your basic salary and bonus, we provide a comprehensive benefits package, which is constantly under review to ensure that we stay competitive. The benefits package includes a pension scheme, life assurance and a range of offers and discounts available exclusively to Autoglass^® employees, such as discounts on leisure facilities, holidays, attractions and many more products and services.

Technician

Job purpose:

To exceed our customers’ expectations by giving the highest quality of service and standards of workmanship when replacing, repairing or fitting vehicle glass and providing other company services and products.

Reports to:

Branch Manager. Also carries out work under the direction of the Customer Contact Centre, as necessary.

Other key internal contacts:

Customer Service Advisors, Other technicians; Customer Contact Centre Operators.

Key responsibilities

To meet or exceed Autoglass^® customer service standards (e.g. Customer Service Improvement targets, response times, customer satisfaction measures, flexible approach to changes in customer demands)
To consistently meet or exceed Autoglass^® technical standards in the fitting of vehicle glass and other products and to ensure that the company’s ISO 9002 quality and other procedures are complied with.
To ensure that you work within company productivity targets.
To keep customers informed of the work process being carried out before and after the job
To ensure complaints are minimised through correctly following Autoglass^® procedures.
To represent the interests of the customer in dealing with Autoglass^® internal procedures, including promptly providing customer feedback.
To seek out, identify and exploit all opportunities to increase the sales and further develop the business of Autoglass^®
To contribute towards effective team working and internal and external communication
To undertake training and coaching as required to increase personal skills and to achieve Branch performance standards.
To adhere to company Health & Safety procedures and use safety equipment provided
To work willingly within the environment of Annualised Hours and Performance Management
To be competent to undertake customer-related and administrative tasks as required within the Branch
To achieve a high standard of accuracy when completing paperwork, documentation and using company IT systems.
To ensure high standards of personal presentation and wear company uniforms at all times
To ensure a clean and tidy workplace, and that customer and company vehicles are left clean and tidy after use.

Person specification:

Ability to talk confidently to and influence potential customers.
A practical aptitude
Be self-motivated
Being comfortable to work alone
Be tenacious and resilient

Repair specialist

Branch Manager

Customer Service Advisor (Branch Level 3)

Job purpose:

To provide an effective support function for the branch in all aspects of its business.

To identify customer needs and to provide the highest quality of service and standards to meet these needs.

To actively support the management of the branch and take responsibility of the branch, when requested, in the absence of the Manager or other key team members.

Reports to:

Branch Manager

Other key internal contacts:

Customer Service Advisors, other Technicians; Customer Contact Centre Operators.

Key responsibilities:

To deputise for the Branch Manager, or other key team member, in her/his absence.
To effectively manage, and take accountability for branch stock (planning, ordering, loss reduction, and checking).
To support all opportunities to increase sales and develop the business of Autoglass^®, whilst supporting effective cost-management.
To carry out day-to-day activities in accordance with branch operating standards.
To actively promote and arrange Autoglass^® services (e.g. Mobile service, Glass repair, Lifetime Guarantee) and support the customer throughout their contact with Autoglass^®.
To understand and carry out, where applicable, the technical aspects of all products used by Autoglass^® in its delivery of excellent customer service.
To be responsible for and carry out the prompt, accurate completion of invoicing, banking, archiving, and operational reports.
To demonstrate a high standard of good health and safety practice both for yourself and others.
To contribute towards effective team working and communication, both internal and external.
To set day-to-day targets for staff and manage performance to achieve key performance indicators.
To fully understand and communicate branch targets, results, and key performance indicators.
To ensure that the resource of the branch and the region is used effectively and fairly to meet customer demand.

Person specification:

Ability to talk confidently to and influence potential customers
A practical aptitude
Be self-motivated
Being comfortable to work alone
Be tenacious and resilient

Customer Service Advisor (Branch Level 2)

The job

Location

Hours

Salary

Bonus

Our requirements

Benefits

Job purpose:

Reports to:

Other key internal contacts:

Key responsibilities

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The job:

Your principal responsibilities:

Job purpose:

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