S.M.R Consultant Reading (Hybrid Working) We’re looking for a confident, customer-focused individual to join our growing team as an S.M.R Consultant. This is an exciting opportunity for someone who enjoys speaking with customers, building relationships, and delivering excellent service within a fast-paced, target-driven environment. As an S.M.R Consultant, you’ll play a key role in supporting customers from the point of vehicle order through to delivery and beyond, helping them make informed decisions around maintenance and service plans that provide peace of mind throughout their vehicle ownership journey. You’ll become the first point of contact for customer queries relating to servicing, tyres, and maintenance products, ensuring every customer receives a smooth, professional, and consistent experience. What You’ll Do • Contact customers once vehicle delivery dates have been confirmed to discuss maintenance and service plan options • Proactively support customers by phone, email, and online portals • Build rapport with customers and provide clear, knowledgeable product guidance • Handle customer queries from start to finish, ensuring timely resolution • Manage customer concerns, complaints, cancellations, and review escalations professionally and empathetically • Maintain accurate and detailed CRM records to support customer journeys effectively • Liaise with internal teams to obtain updates and resolve customer issues • Highlight concerns relating to customer vulnerability, fraud, or third-party providers where appropriate • Support wider customer support functions when required • Contribute ideas and feedback to improve customer communications and processes What We’re Looking For • Previous experience within customer service, telesales, account management, or a contact centre environment • Excellent communication and telephone skills • A customer-first mindset with the ability to build trust and confidence • Comfortable working towards KPIs and sales targets • Strong organisational skills and attention to detail • Ability to manage multiple tasks and prioritise effectively • Positive attitude with a proactive and resilient approach • Good computer literacy and confidence using CRM systems • Strong problem-solving and conflict resolution skills What Success Looks Like • Delivering outstanding customer experiences • Achieving outbound activity and conversion targets • Supporting and maintaining excellent customer review scores • Building strong customer relationships through knowledgeable and professional communication What We Offer • Competitive salary and benefits package • Full training and ongoing support • Hybrid working pattern (3 days office / 2 days home working) • A collaborative and supportive team environment • Career development opportunities within a growing business • A fast-paced and engaging working environment Working Hours • Monday to Friday • 9:00am – 6:00pm • 40 hours per week with a 60-minute unpaid lunch break Support and demonstrate our DRIVE Values: • Dedication • Respect • Integrity • Value • Excellence If you’re passionate about customer service, enjoy building relationships, and thrive in a busy environment where no two days are the same, we’d love to hear from you.