Product Aftercare Advisor

Queensway Personnel Services
Milton Keynes
18 May 2017
17 Jun 2017
Contract Type
Full Time

Product Aftercare Advisor

Milton Keynes

Any 5 days of 7

£22,500 + Company bonus, monthly and quarterly

Your main purpose is to effectively manage any after sales customer product concern in order to bring a swift resolution, whilst demonstrating excellent customer skills in order to restore the awesome experience.

You will need to also manage all administration and financial administration within the Product Aftercare Department whilst demonstrating the companies qualities and being a champion of our Company values.


You are responsible for delivering an excellent support service across all channels both externally and internally to all your customers, colleagues in Stores, Group and Suppliers. Your primary focus is to resolve 'Service Issues’ in the most effective time scale possible, to the entire satisfaction of our Customer and to positively enhance the reputation of the Company, as well as maintaining profitability. Your main areas of responsibility are;

  • Be aware of your personal performance and achieve your set targets
  • Ensure all channels of customer communication are handled effectively and in line with team and personal KPI’s.
  • Take ownership of service issue resolution and restore the Awesome Experience within budgetary and service guidelines. Apply learning to prevent any issues from reoccurring
  • Effectively and consistently use all systems and procedures
  • Complete customer replacement / part orders accurately and efficiently as required
  • Keep up to date and accurate records of all service issues using the CSC system
  • Follow up all service issues regularly to ensure swift resolution and keep overdue actions to a minimum
  • Keep customers fully informed of progress on service issue resolution
  • Identify repetitive service issues and report findings to the Product Aftercare management team
  • Consistently improve product knowledge through in-house training sessions and self-development
  • Raise and release purchase orders for parts and replacements
  • Work in tandem with any third party support network to ensure standards of service excellence are maintained and customer satisfaction and expectation is managed accordingly


You are responsible for completing all Service administration tasks accurately and in a timely manner to support the achievement of company financial goals and targets and effectively control costs. Your main areas of responsibility are;

  • Adhering to all Company financial procedures
  • Minimise expenditure by the use of appropriate debit procedures and consumer allowances in accordance with the Supplier Charter agreements
  • Process cheque requests with Group finance offices
  • Daily reconciliation and banking of cheque and credit card payments as required
  • Manage supplier stock acknowledgements and stock classifications on returned goods
  • Investigate and resolve stock queries from Customer Service Manager as required

Skills required

  • Telephone customer service experience for a minim of 1 year
  • Able to take ownership and resolve issues
  • Able to stay calm under pressure
  • Have the ability to type whilst on the phone
  • Be flexible with hours days and hours
  • Have access to a car due to location