Customer Loyalty Specialist

Following a period of growth, we're currently recruiting for 3 Customer Loyalty Specialist to join our team in Stockport!

£20.700 (OTE £30,700) + Company Benefits

The Customer Loyalty Specialist is responsible for contacting existing Inchcape customers, principally by phone, at various points during the ownership of their vehicle. In part, this is to maintain a strong and long-standing relationship and, importantly, it is to ensure that customers return to Inchcape when they are ready to consider changing their car.

The Loyalty Specialist is accountable for management, delivery and monitoring of all aspects of finance lead management in order to achieve high levels of customer retention, and to support vehicle sale and profitability objectives.

Main Responsibilities
Contact all required outbound finance customer leads at appropriate points during the life of their finance agreement. These will include customers at the end-of-contract, mid-term, in-parity, service-to-sale, early settlement requests, deliverable stock campaigns, and brand-supplied leads
Follow Inchcape’s compliant outbound call process with each customer lead, ensuring that we provide a professional and customer-focused experience for everyone.
Support sales and customer retention objectives for all dealerships and divisions that are supported by the Loyalty Team
Develop expert knowledge of customer retention database and the ability to build and manage bespoke campaigns
Carry our additional ‘relationship’ calls at regular intervals in order to maintain loyalty and to support sales-based calls at a later stage
Complete and adhere to all the required compliance and legislative requirements, e.g. FCA, Data Protection, Trading Standards, Motor Law training, in addition to all Inchcape and OEM training requirements and compliance protocols. Always treat customers fairly
Be confident in handling any customer queries or challenges and act with honesty and integrity
Gain and maintain a good knowledge of relevant manufacturer finance campaigns and loyalty offers to support conversations with customers and in order to achieve positive outcomes
Update all required systems with agreed next steps following each customer contact, including retention and data management systems, ensuring accurate recording keeping of all activity to support reporting and analytics.
Following each successful call resulting in an appointment, update the customer and dealer staff with agreed next steps, including time/date for appointment and main purpose for dealer visit e.g. vehicle of interest
Support dealership ‘back-of-house’ finance processes, particularly in relation to customer credit applications, providing updates to both sales staff and customers about their application’s progress as well as to support finance sign-up procedures including e-sign, pre-contractual explanations and payouts
Deliver class leading customer satisfaction, in line with the appropriate brand and Inchcape metricsThe Ideal CandidateCustomer Focus

Deliver exceptional brand experience with our valued customers
Always treat customers fairly and ensure all calls are carried out compliantly & support GDPR regulations
Ensure that customers’ needs are considered and any information given is always accurate and true
Act with honesty and integrity and never over-promise
Able to assess each customer’s situation and present the most appropriate options for their considerationOperational Focus

Develop and maintain a good understanding of the brand, their products and processes to provide customers with sound information and advice
Fully participate in daily sales meetings to keep informed around stock, campaigns and brand marketing
Maintain compliance with group policy and our regulatory regime at all times
Maintain accurate records of prospects contacted, progress of discussions etc.
Ensure customer and dealer staff are kept informed with any next steps agreed including visit time, date, location, parking requirements etc.Business Focus

Undertake relevant compliant call training to meet brand standards
Have expertise in operating all key sales systems and update information accurately
Understand and be able to confidently discuss the methodology regarding brand campaigns
Present and demonstrate the product professionally using effective online selling techniques
Maintain comprehensive and up-to-date knowledge of all manufacturer products and offers
Provide the dealers with additional support around the processing of finance, in particular the submission, monitoring and managing of credit applications as well as finance documentation sign-ups and payoutPeople Focus

A real team player who helps create an environment in which their team can thrive and perform
Professional attitude with all stakeholders and teams within Inchcape
Ability to be self-motivated and proactive with minimal supervisionRevenue Focus

To achieve sales and retention objectives by maximising opportunities with every customer within the finance retention system
To help each division achieve top quartile finance retention performances within the dealer network
Record all opportunities to do business in all relevant systems as appropriate and ensure that all customers are recorded with correct and complete data preferences
Systematically and professionally follow up all potential customers, regularly revisiting leads where contact cannot be made at the first attemptAbout The CompanyInchcape is a leading independent global automotive distributor and retailer. We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staff to ensure you and your car receive the best possible attention.

OUR VISION: To be the world’s most trusted automotive Distributor.

Inchcape is ambitious! We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.

We are excited about the future. Could we be a part of your future plans too?