We’re looking for someone to join our online team as an Online Advisor - Operations at Hilmore House in Bradford on a full time permanent basis. This role will involve working your full time hours over 4 days a week. This is a fantastic opportunity to join the online team.

The role will support the Online team to ensure our customers are at the heart of everything we do and that they have delivery vehicles available at all times managing the inbound communication of breakdowns, incidents and facilitating the swift and effective return to service with our service providers. Managing service, incident, and breakdown records whilst maintaining safe and legal records and audit trails required to deliver or policies and procedures.

You'll be responsible for things in this role like;

Dealing with queries from stakeholders internally and externally from our home delivery stores and service providers in a proactive and timely manner.

Provide clear and consistent service throughout our online team and home delivery functions in our stores.

Work with and coach various stakeholders to improve the quality of information being shared and transferred

Work to resolve customer queries and requests with a right first time approach.

Embrace a strong customer service culture ensuring accurate and complete data with a desire to simplify and speed up.

Taking responsibility for building positive working relationships with all business stakeholders

Play an active role in building an environment where best practice is shared and controls are adhered to

Play an active role in ensuring our teams work collaboratively to ensure delivery vehicles are available to our home delivery stores in a safe, legal, and responsive manner

Provide first line problem solving and resolution for our home delivery teams

Provide consistent and robust retention of required documentation relating to our commitments and agreements with service providers, authorities and home delivery departments

Accurate production and reporting of information relating to incidents, damage, repairs, maintenance, service, MOT, road tax and warranties

Compliance to regulations and company policies and procedures at all times

Consistent delivery against our Service Level Agreements and compliance frameworks

Minimise re-work and subsequent associated cost throughout the business by delivering first time accuracy supporting our financial objectives

Provide resolutions to invoice queries in a timely and effective manner

Support and contribute ideas for process improvements to ensure an efficient and profitable model is adopted
Review and report monthly and weekly costs, incidents, events and championing improvement and ideas generation.

About you

You’ll need skills and experience like this to be a success:

Experience of working within an LCV fleet management service provider, manufacturer, or dealer network function

Awareness of safe, legal and regulatory requirements relating to LCV fleet vehicles

Commercial & financial understanding – understanding the impact of the information provided or given; can challenge or escalate as appropriate

Strong analytical skills and the ability to interpret data that enables accurate and efficient reporting

Excellent Problem solving skills

Excellent data management skills, particularly in Microsoft Excel

Proven ability to deliver to deadlines demonstrating enthusiasm and commitment to delivering the plan

Understanding of retail business and processes. Preferably online.

Excellent attention to detail with a right first time mentality.

Team working

Right first time mentality

About us

Our modern Head Office on the edge of Bradford is home to our different support teams from tech, marketing and finance to HR, trading and supply chain.

Alive with activity, this is where decisions are made and our corporate teams make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, newsagents and subsidised restaurant all within commuting distance of Leeds, Manchester and the Yorkshire Dales - always with free parking.

We host regular seasonal events and you’ll often find our suppliers on site sharing details of their latest product. We’re also committed to fundraising for our current charity partner.

Our business is fast paced and ever changing, as such we’ve lots of opportunities for you to play your part in our success. We’d love to meet you…

Some of the benefits you can expect as follows;

15% colleague discount in our stores and online, plus an additional 10% card for a friend or family member

Annual bonus scheme

Generous holiday entitlement

Four day working week with flexible working hours

Company pension contributions

Private healthcare

Perks with over 850 retailers

Free parking onsite