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Driver Care Coordinator in Chippenham at ARI

Date Posted: 5/14/2019

Job Snapshot

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Job Description

Job Function

To handle enquiries from a wide variety of fleet customers regarding their vehicle maintenance. This will include booking vehicles into garages for routine servicing and maintenance, assisting customers in emergency breakdown situations and organising ancillary services e.g. glass and tyre repair / replacement and vehicle rental. This is primarily an incoming call handling role, regularly dealing with distressed customers, so exceptional customer service delivery is paramount.

Reporting to: Driver Care Team Leader, Maintenance Management

Key Responsibilities and Accountabilities

  • Take incoming calls from customers who wish to organise service, maintenance and repairs to their company vehicles
  • Receive calls from customers who have broken down
  • Organise and book service, maintenance and repairs with the appropriate suppliers
  • Ensure that recovery vehicles are organised promptly
  • Organise courtesy vehicles or make first arrangement for rental vehicles
  • Schedule other ancillary services as required
  • Keep customers and other interested parties informed of progress
  • Ad hoc tasks as required by the business

Person Specification

ARI is looking for people with a passion for customers, colleagues and those living in the local community. Please take some time to consider our Company’s values in deciding whether ARI is the right place for you.

Experience required

  • Experience in a customer service related role is essential
  • Must be adept in the use of a PC, internet and email and able to grasp new software applications easily and quickly. Able to use Microsoft Word, Excel and Outlook to an intermediate level

Communication Skills

  • A positive, confident and approachable style when dealing with customers and other third parties
  • Ability to deal with a variety of situations with diplomacy whilst remaining calm
  • Excellent questioning and listening skills with an ability to assimilate accurate information
  • Consistently professional telephone manner when dealing with internal and external calls
  • Able to instantly build and maintain rapport with a range of people
  • Articulate with a high standard of all round communication skills
  • Committed to delivering excellent customer service within the parameters agreed

Organisation and Planning

  • Is prepared to go the ‘extra mile’ in order to achieve excellent end results
  • A proactive and dynamic attitude to problem solving
  • Ability to multi task with consistency and accuracy

Flexibility and Resilience

  • Uses initiative to react with a sense of urgency and consistency to challenges when presented
  • At ease when under pressure with customers and colleagues, with the ability to think clearly deliver to a consistently high standard
  • Enjoys working to targets, striving for results within strict deadlines
  • A calm and assertive approach to dealing with difficult situations

Team Awareness

  • Able to demonstrate a positive attitude to working with a variety of people and respect different ways of working
  • A natural propensity to volunteer to help others to ensure the successful conclusion of tasks

Personal Projection

  • Self-driven and results orientated
  • Reliable, consistent and tenacious
  • Embraces challenging situations looking to provide solutions


  • Hours of work: 41.5 hours per week on average, working to a regular shift pattern to include a maximum of 2 out of 4 Saturday mornings
  • Comprehensive training
  • Competitive and attractive salary
  • Partners in Excellence reward and recognition scheme
  • 25 days annual holiday (excluding Bank Holidays)


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