**Overview** An exciting opportunity has arisen for a Customer Service Advisor to join Innovation 24 a dynamic and well-focused business which provides web-based intelligent software, devices and insurance products to the motor industry and fleet managers. We are presently looking to recruit a Customer Service Advisor to provide 1st Line Support to the Innovation 24 customer base. **Role purpose and summary** * Provide first line support to Innovation 24 customer base, which includes Inn-Track Retail. * Support diary management and bookings for Account Managers and Fitters. **Key responsibilities/accountabilities** * To be competent with each of the internal / external systems, and portals used by the organisation and its customers. * Understand and maintain the knowledge, comfortably discussing these systems with customers of all levels. * To respond to customer queries received via various support platforms, resolving all queries in a timely manner. * To make outgoing customer courtesy calls to ensure customers are happy and comfortable using the organisations software, devices and insurance. * To build, develop and maintain relationships with customers. * To keep internal systems up to date with customer information. * To upsell system enhancements and new products during customer engagement. * To prepare reports for management. * To highlight concerns and or problems to Customer Service Supervisor, line manager Senior Management team members in a timely and effective manner. * To understand and analyse telematics data in order to deal with customer queries. * To have a working knowledge of technical issues that may arise with the telematics devices and identify what / who is needed to rectify such issues. * To work alongside the development team to ensure that the systems being developed meet customer requirements. * To support training of new team members. * To effectively monitor and schedule on-site visits for the Account Management team. * Where necessary, assist with the scheduling of Fitting team. * Build and maintain a relationship with Aviva claims department. Deal with day to day queries on behalf of customers, and address any pressing issues. * To support Customer Service Supervisor and Customer Service Manager. * Ensure good relations and communications with all key stakeholders. * Observing and complying with GDPR. * To achieve objectives and targets set. * Carry out reasonable tasks as requested by your line manager. **Experience/skills/ knowledge/key qualifications** * Ideally previous experience completing a similar role within a fast paced environment. * Previous inbound and outbound customer service experience. * Proficient IT skills with intermediate knowledge of Microsoft Word and Excel and the ability to learn new software. **Person specification** * Demonstrable experience of taking ownership and full accountability for customers' requirements. * Able to effectively multi-task. * Customer focused. * Excellent verbal and written communication. * Ability to communicate and forge effective relationships with internal and external stakeholders / customers. * Confident in speaking with internal and external stakeholders. * The ability to prioritise recognising importance and urgency. * Demonstrate composure to stay calm when working under pressure. * Team player. * Demonstrate behaviour in line with Company values. **Key internal and external relationships and considerations** Internal stakeholders and relationships to consider: * Account Managers, for diary management and scheduling. * Fitters, for diary management and work scheduling. External stakeholders and relationships to consider * All external customers that Innovation 24 provide a service to, to support as necessary (queries, order processing, claims, device triage, cancellations etc.) * Aviva claims team, to ensure that claims are correctly managed and chase up customer queries. * Inn-Track Retail customer management, inclusive of order processing through to support and renewals. Job Types: Full-time, Permanent Pay: £23,000.00-£25,000.00 per year Benefits: * Company pension Schedule: * Monday to Friday Location: * Stockport SK6 2QU (preferred) Work Location: In person