Role overview 

We are looking for a Afterslaes Customer Service Advisor, who will be responsible for delivering an exceptional customer experience by managing service and repair booking enquiries efficiently and professionally. The role ensures customers receive prompt assistance while maintaining accurate records and ensuring the diary is fully booked in line with manufacturer standards and business targets.

Key responsibilities 

Your key responsibilities as a Aftersales Customer Service Advisor will be:

• Answer incoming telephone calls promptly, aiming to respond within three rings wherever possible.
• Provide a professional, friendly, and customer-focused service at all times.
• Identify and understand customer requirements through effective questioning and active listening.
• Manage customer wait times effectively, ensuring they remain below one minute wherever possible.
• Accurately book customer vehicles into RTC.
• Record all relevant customer information, service requirements, contact details, and payment information within the CRM system.
• Process and convert fleet bookings through platforms such as 1link.
• Respond promptly to customer enquiries received via email, website booking platforms, and live chat channels.
• Proactively contact customers from warm our database to secure service and repair bookings.
• Contribute to departmental targets through effective booking conversion and customer engagement.

About You 

As a Aftersales Customer Service Advisor, you will ideally have the following skills and attributes:

• Excellent communication skills and a good telephone manner.
• Great computer skills and the ability to multi-task.
• High levels of commitment to providing the best customer care.
• A positive and friendly attitude in the work environment.
• An exceptional work ethic.

What's in it for you?

With our benefits there is something good for everyone. We're a progressive business that believes building a good team culture is not only good for everyone who works for us – but it makes a difference to how we engage with customers too. That's why when you join Citygate, you can expect to receive a wide range of impressive employee benefits including:

• Access to our in-house training academy for everyone
• Access to The Volkswagen National Learning Centre for specific roles
• Internal career progression opportunities across our various brands and locations
• Electric Vehicle (EV) Training levels 1- 4 depending on role
• High street discounts
• Wellbeing portal
• Employee assistance programme
• Purchase, service and parts discounts
• Employee referral scheme
• Standard company benefits such as pension, life assurance cover, competitive holidays and cycle to work scheme

About Us 

Citygate is a highly successful, privately owned business that has grown significantly over the past twenty years to 650 employees across multiple locations including London, Berkshire, Hertfordshire and Buckinghamshire. We work with global brands (Volkswagen Passenger Cars, Volkswagen Commercial Vehicles, SEAT, CUPRA, ŠKODA and Kia), provide excellent quality training and internal progression opportunities.  

Why Citygate

Citygate is founded on a simple vision: “to grow a business we are proud of through a commitment to excellence”. As a privately owned and entrepreneurial business, we're welcoming, inclusive, have a great team ethic and have worked hard to create a positive working environment that we can all be proud of.

We have exciting plans for the future and we need focused and skilled teams to help us achieve this. That's why every Citygate employee has access to our award-winning learning programme, whether that's operated from our purpose-built Citygate Academy facility or through working with our brand partners.

The inventive automotive industry has always been popular with the innovators and creators. But now, more than ever, it's the perfect career space for those looking to stand at the forefront of change – specifically, the transition to Electric Vehicles.