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Posted 19 days ago

Call Centre Advisor

permanent • full-time

in Aston, Birmingham

Ats Euromaster

5 job reviews

5.0

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Bad
  • Head office doesn’t understand the frontline

    Do people think Ats Euromaster head office understands what's happening where they work?

    People think head office doesn’t understand what’s happening where they work

    How we know this

    0% of people think that this employer’s head office or owners have a good understanding of what’s really happening where they work

    Based on information from 5 job reviews

    Why this matters

    At a good job, the role of head office should be to support the people on the frontline serving customers.

    To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.

  • Breaks aren’t paid

    Do workers at Ats Euromaster get paid breaks?

    No. People don’t get paid breaks

    How we know this

    0% of people say they get paid breaks

    Based on information from 5 job reviews

    Why this matters

    A good job should have paid breaks.

    You should be paid for all your time at work, whether you’re on a break or not.

  • People are paid below market rates

    Does Ats Euromaster pay market rates?

    People are not paid market rates

    How we know this

    20% of people are paid average or more than the typical pay for the type of work they do

    Based on information from 5 job reviews

    Why this matters

    Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.

  • People don’t recommend their team

    Do people at Ats Euromaster recommend working with their team?

    Very few people recommend working with their team

    How we know this

    0% of people report that they would recommend working with their immediate team to a friend

    Based on information from 5 job reviews

    Why this matters

    A good job means enjoying the place where you work.

    The people you work with every day really matter. They can be the difference between a terrible day and a great one.

    If you’d recommend your team to a friend, this shows that something’s going right.

  • Uninformed about head office

    Do workers feel well informed about how Ats Euromaster is doing?

    People don’t feel well informed about how the company is doing

    How we know this

    20% of people feel that they are kept well informed about how the company is doing as a whole

    Based on information from 5 job reviews

    Why this matters

    At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.

    You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.

Not great
  • Not enough training

    Do people get enough training when they start at Ats Euromaster?

    Most people don’t get enough training when they start

    How we know this

    40% of people report they got enough training when they started working here

    Based on information from 5 job reviews

    Why this matters

    A good job should give you good training when you start, not just drop you in at the deep end.

    This means that you’ll be happier and more productive from day one and shows that your employer values you.

    It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.

  • No career progression

    Are people given support to progress at Ats Euromaster?

    Only some people are given support to progress here

    How we know this

    In the last year, 40% of people report being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role

    Based on information from 5 job reviews

    Why this matters

    A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.

    This means you’ll be able to build on your skills and experience, and earn more money.

  • People don’t get proper breaks

    Do people at Ats Euromaster get proper breaks?

    Most people don’t get proper breaks

    How we know this

    40% of people report that they get to take proper breaks

    Based on information from 5 job reviews

    Why this matters

    When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.

  • People don’t get sick pay

    Does Ats Euromaster pay sick pay?

    Not always. Most people don’t get proper sick pay

    How we know this

    40% of people say they would get paid if they were sick but scheduled to work

    Based on information from 5 job reviews

    Why this matters

    Everyone gets sick sometimes. You should be able to take time off without worrying.

    At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.

    This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.

Good
  • Easy to book holiday

    How easy is it to book a holiday at Ats Euromaster?

    Most people find it easy to book holidays

    How we know this

    60% of people report it’s easy to book holidays

    Based on information from 5 job reviews

    Why this matters

    A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.

What employees are saying about Ats Euromaster

  • Best thing

    I have worked with many people in other centres that have become friends

    Worst thing

    Head office does not offer extra staff to help, and centre is not looked after......

    7.4

    Employee, April 2021

    • £8.00 per hour
    • 34–44 years old
  • Best thing

    Team that I work with

    Worst thing

    Senior management team, large plc so just a number

    2.4

    Employee, March 2021

    • Manages people
    • £27,500 per year, working a 40 hour week
    • 25 or older
  • Best thing

    The 'grunts' at the bottom of the pile.

    Worst thing

    Everything other than staff at centre level. Higer management don't care, we're overworked and underpaid. Not given the right job to the right people which makes the job dangerous

    2.3

    Employee, June 2020

    • £26,000 per year, working a 40 hour week
    • 25 or older

Call Centre Advisor, ATS Euromaster

We currently have a number of opportunities on a full time basis to join our Call Centre team based at our Customer Support Centre in Aston. The working hours for these roles are between 7.45am and 5.30pm, Monday to Saturday.

This team is responsible for reducing the number of lost opportunities within the ATS centre network by increasing the capture rate of customer call traffic.

Key Responsibilities include:

Capture lost opportunity for retail centre call volume
Manage overflow of internal Customer Services calls
Provide quotations for customer vehicle requests being booked for completion in retail centres
Delivery of 'ATS Way' in interaction with customers
Creation of Phoenix system Order number for Service level 3 customer accounts
Diagnosis of basic customer vehicle requirement to identify appropriate service via use of the E3 technical data site
Processing, and taking card payments for retail/non account holder mobile customer bookings
Retail centre location request calls
Outbound calls to ATS centres not associated with the pilot to arrange retail bookings
Outbound escalation calls for authorisation to work on non-validating managed account vehicles
Management and delivery of retail centre work via the R2C platform for SMR/Remedial services
To be appointed into one of the roles, you must have experience of managing customer expectations and demands and be able to work within agreed service levels and to defined key performance indicators. You will have a good level of UK geography, be able to work to tight deadlines and also deliver a great customer experience. The successful candidates will have good IT skills, excellent communication skills, be all round team players and have a positive ‘can do’ attitude.
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