Customer Service Advisor

Customer Service Advisor

£20,700 basic salary and £10,000 OTE bonus.+ Company Benefits

Hybrid working can be considered after initial training period

The Outbound Customer Service Advisor (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 metrics

The Ideal Candidate

Customer 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 consideration

Operational 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 payouts

People 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 supervision

Revenue 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 attempt