Name: Hippo Motor Group
Address: Unit 26, Trident Park, 3 Trident Way, Blackburn, United Kingdom, BB1 3NU
Telephone: 01254 919000
Price range: £0-£100000

Being the central point of contact for customer complaints via Hippo Customer Care Portal and via telephone
Advise customers of our complaints process and ensure the process is followed.
Liaise with customers, warranty provider and garages on phone to co-ordinate vehicle issues.
Respond to or escalate all complaints to relevant managers that cannot be handled solely immediately. I.e., Aftersales related complaints to head of departments
Accurately log and monitor all complaints via Freshdesk.
Ensure time scales are met by following up outstanding issues and closing complaints off within the specified timescales.
Effectively handle complaints whilst limiting costs spent.
Monitor warranty spend and provide feedback in monthly meetings.
To maintain a work rate and level that falls in line with the company’s objectives.
Follow all company procedures.
Adhere to all responsibilities under the SMC regime including abiding by the individual Conduct Rules set out by the FCA.
To treat your colleagues and the workplace with respect
To offer our customers a high level of service and maintain good customer satisfaction and retention
*Responsibilities could change or just include SOME of the above

Good telephone manners essential
Broad knowledge of mechanical and body shop issues
The ability to be firm and assertive whilst still providing an excellent level of customer service.
Excellent communication skills with a professional and friendly telephone manner
Ability to communicate complex information in writing, logically and persuasively in a business-like manner.
Ability to work on your own with minimal supervision whilst working in a close-knit team.
Self-motivated, driven, and passionate about your role
Organization and the ability to manage numerous tasks at one time is vital.
Problem-solving skills and the ability to collate and analyze information from various sources to identify key issues and trends.

Lunch on Hippo when passing probation.
Departmental incentives
Works social events.
2 years’ service- an additional day annual leave and £100 meal
5 years’ service- 2 additional days annual leave and access to private health care
10 years’ service- 3 additional days annual leave and a voucher
Employee of the quarter scheme
Refer a friend scheme.
Time for you- the opportunity to earn up to 4 early finishes/late starts per year.
Internal development and progression opportunities
Hippo Legends scheme
Senior account manager status
Eye care vouchers
Access to BEN the employee wellbeing support service

Aftersales Service Advisor

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