Outbound Customer Experience Specialist
At Peoples we believe in putting people first, whether that is our customers or our employees. As a Company we want to be the go to Ford, Omoda|Jaecoo, Maxus and BYD Sales and Servicing specialists in Scotland and the North West of England. We aim to continually enhance the customer experience and transform everyday journeys for our customers.
Role
We are looking for an enthusiastic, bubbly and customer focussed individual to join our busy Customer Experience Team as an Outbound Customer Experience Specialist based in Falkirk. In a fast paced environment where the customer is at the heart of everything we do, you will play a vital role in dealing with all outbound telephone enquiries.
Responsibilities
Reporting to the Customer Experience Manager, responsibilities will include:
1. Dealing with all outbound customer calls in a professional and friendly manner
2. Support in the upsell of additional products and services
3. Work towards appointment and conversion targets
4. Management of MOT and Service reminders and Service follow-up calls to ensure appointment targets are achieved
5. Put the customer experience at the heart of everything you do
6. Assist with any Direct Marketing campaigns.
7. Ad-hoc and seasonal service marketing initiatives (e.g. winter health checks).
What you’ll have:
8. Previous customer service experience including the ability to upsell products and services as well as an ability to deliver 5 star customer service on every occasion.
9. Experience within a contact centre or sales environment is desired.
10. Excellent telephone manner & communication skills.
11. Initiative and a positive can do attitude.
12. An ability to work well within a targeted environment and to remain organised even when under pressure.
13. Excellent communication and listening skills.
Hours
Full time role (39 hours per week) shift patterns between department opening hours of:
Monday to Friday - 9am to 6pm
Saturday rota basis (1 x ½ day per month)
Rewards and Benefits:
14. Salary £24,762 per annum
15. Opportunity to earn performance related bonus between £1000-£1600 per year, dependant on CX role/skillset. Paid Quarterly.
16. Discounts on all company products and services
17. 30 days annual leave (inclusive of bank holidays)
18. Instant membership to our dedicated Employee Assistance Programme
19. Instant access to the Peoples RAF programme
20. Instant access to Peoples Rewards with 1000s of online retail discounts available to every employee with no spending limits
At Peoples we don’t just look at your CV. We want to know who you are, what your values are and what your potential is. We are an inclusive employer and we want everyone to feel that they can be their genuine self in work. Everyone is welcome and inclusivity and respect are at the heart of our business.