Inbound Customer Advisor
Reports to: Front of House Manager · Key contact for: All incoming customer interactions
Purpose of the role
The Inbound Customer Advisor is the first voice and first face that most Fergies customers will encounter. They manage up to 50 to 60 customer interactions per day across phone, email, online and in-person — handling bookings, scheduling, enquiries, courtesy cars and vehicle handovers. They set the tone for the entire customer experience and are the operational heartbeat of the front of house.
Who this person is
Warm, highly organised and unflappable under pressure. They can manage multiple priorities simultaneously, stay calm when the phone does not stop, and still make every customer feel like the only one being dealt with. They take ownership of problems and never pass them on without a resolution in sight.
Success in this role looks like
- Every customer interaction handled with warmth and professionalism regardless of how busy the day is
- The booking schedule is full, accurate and well-managed
- Courtesy car records are completed fully every single time
- Vehicles are handed over clearly and professionally with every customer fully informed
- Online reviews and enquiries are responded to promptly and in the Fergies tone
Customer contact and bookings
- Answer all incoming calls, emails and online enquiries promptly and professionally
- Book vehicles in accurately, capturing all relevant information and setting correct customer expectations
- Manage and optimise the workshop booking schedule in line with capacity
- Send booking confirmations and pre-visit communication to customers
Vehicle management
- Check vehicles in on arrival — inspect for pre-existing damage and record accurately
- Manage the courtesy car schedule — allocate, check out and check in courtesy vehicles
- Record courtesy car condition accurately at every check-in and check-out
- Coordinate vehicle collections and ensure customers are notified when their car is ready
- Conduct professional vehicle handovers — explain work completed and invoice clearly
Online and reputation
- Monitor and respond to online reviews across all platforms in Fergies' tone of voice
- Manage online enquiry platforms and respond within agreed timeframes
- Escalate any negative reviews or complaints to the FOH Manager promptly
Key performance indicators
Call answer rate
% answered within 3 rings
Booking accuracy
% with complete and correct information
Workshop utilisation
% of available slots filled
Courtesy car accuracy
Zero undocumented damage incidents
Review response time
All reviews responded within 24 hours
Customer satisfaction
Post-visit ratings for booking and handover
Standards and expectations
- Every customer interaction — however busy the day — handled with warmth and professionalism
- No customer leaves without knowing exactly what was done to their vehicle and why
- The booking schedule is a commitment to the customer — changes communicated immediately
- Courtesy car records completed fully every single time — no exceptions
- Online enquiries responded to within 2 hours during business hours