Job Overview
Our Customer Experience Team builds and retains long-term relationships with customers and provides a seamless journey that is defined and led by the customer. Through this excellent customer experience, customers will keep coming back to us while spreading the good news about their experience. As a Customer Consultant you are key to the team’s success in delivering that experience through every step of our customer’s journey. Our One Team approach ensures that we all meet their needs and wishes from the purchase of a new or used vehicle or through the life of the vehicle’s requirements, providing total customer ownership.
We are all Brand Ambassadors and live and breathe the Toyota brand and values and are by nature passionate about the products and services that we offer.
Joining us as a Customer Consultant offers you the opportunity to develop your career with one of the world's most prestigious companies and work alongside some of the industry’s best talent. Toyota are the highest ranked Automotive Brand in the world and spend more on R&D than any other company, leading the way in Hybrid engine technology and innovation so we are constantly evolving there is always something new just around the corner!
Does this sound like you?
1. Excellent customer service skills and likes to work with people
2. Strong communication skills and enjoys listening and engaging with other people
3. Enjoys working to, and is motivated to achieve, challenging targets
4. Able to take initiative and ownership of issues; is proactive, has a ‘can-do’ attitude
5. Able to work independently; able to multi-task and switch quickly between tasks
6. A willingness to learn and develop and keep up to date with complex information
7. Strong organisational and prioritisation skills
8. You are a team player who is comfortable working with others to help and support them
Highlights of what you will do in your Job
9. You will ensure we provide the highest level of customer care and satisfaction at all times, giving the customer the best possible experience but working together as a strong team
10. Your communication is key and listening to customers helps you to build rapport and understand fully their complete requirements for all of their mobility needs
11. Qualifying your own understanding of customer needs wherever on their journey they join you, through discussion and gauging the customer’s reaction to all the options available – to build the closest possible match between the product and customer, to guide them towards the best product/service, supporting them fully in their decision making
12. Demonstrate the most suitable options to the customer, understanding and adapting to their buying strategy and encouraging them to experience the product through test drives or alternative experiences such as virtual tours etc.
13. Use your in-depth product knowledge to guide the customer towards the best choice for them but working with colleagues and other teams across the Centre to provide continuous improvement and a seamless service to ALL of our customers
14. Provide accurate information at all times for all customer products and services, ensuring that the customer is fully aware of the likely costs and timescales involved and setting expectations accordingly
15. Ensure that you maintain a continual dialogue with the customer that is appropriate to them and in the manner / mechanism that suits them, ensuring a personal service at all times
Personal Skills
Flexible and dependable: you are adaptable, dynamic and competent, adaptable to change and can take on multiple projects comfortably. Willing to help your colleagues even when under pressure or outside your area.
You are able to understand problems and think creatively to devise a satisfactory solution.
You can swiftly gather information but use logical and intuitive thinking help you to a solution, not overly emotional.
You are a great collaborator and open to listening to new ideas and enjoy the opinions of others, communication and interaction will those around you is therefore key to your success and job satisfaction.
You are a positive and passionate individual and love what you do, approaching with zest and energy
Essential job criteria
16. Location of Centre
17. A full UK driving licence.
18. Eligibility to work in the UK.
19. Flexible to work hours required to carry out the role effectively and travel (to the training sessions)
This role requires you to be professional, have a smart personal appearance and have high standards of verbal and written communication
Experience and Qualifications
Good level of general education At least GCSE English and Maths and ideally A Levels or equivalent qualification
IT skills, (MS Word, PowerPoint and Excel) and social media skills
Previous work experience within a corporate environment
Interests that support your work life balance
Renumeration and Benefits
20. Team bonus giving OTE XX
21. Contributory Pension/life assurance scheme
22. Training and on-going development with the Award Winning Toyota Academy
23. Company vehicle
24. Opportunity for career progression
Plus other excellent benefits/incentives as expected of a large organisation
Brand
Lexus