We are looking for an ambitious and driven individual, who ispassionate in providing world-class customer service to join our team as aCustomer Service Centre Executive.
About Us
Our business started over 60 years ago and has been in the same family ever since. From our very humble beginnings, we have grown to be in the top 50 car dealers in the country. Across our 26 businesses we have a stable workforce of over 600 people, many of whom have been with us for years. We are always on the lookout for nice, genuine people who genuinely care about our customers and have a can do recruitment philosophy is that we recruit for attitude and train for skills, which means that although we’re often looking for specific technical skills, if you like working with customers and you are attracted by our Family Values of Fit, Fun, Family and Fearless, you’ll fit in well here and we’d like to hear from you even if you have no experience of the automotive industry. We offer manufacture training for product knowledge to give you the technical skills you need, and we work with our own world-class sales trainer who will give you everything you need to be a “top one percenter”.
We’ll expect you to work hard but in return we’ll offer you an industry leading package, flexible working hours and a real opportunity to progress: we prefer to promote from within and you will see this in everyone of our sites. You must possess an outrageous ambition to want to be the best and you won’t let anyone stop you.
About you
We are looking for ambitious and driven individuals who are passionate in providing a world-class customer experience. We live by the mantra that we have one standard and it is world-class, it’s important you are confident and enjoy talking to our customers. As a Customer Service Centre Executive, you will have excellent motivational skills, drive, ambition and people skills and your Key Objectives will be: To work with colleagues to provide excellent customer service by exceeding their expectations. Handling service and MOT booking calls for service departments, delivering customer service excellence and maximizing profitability with product sales, for example service plans.
1. Carrying out outbound service, MOT, vehicle maintenance and all other Aftersales-related booking calls for the Service departments.
2. Conducting follow-up calls for marketing campaigns, as and when required.
3. Building valuable relationships with all our customers, focusing on increasing customer retention.
4. Maintaining the database (pinnacle) in accordance with D. M. Keith Group’s database policies and procedures.
5. Conducting follow-up calls relating to customer complaints.
6. To clearly record collection and delivery, waiting jobs and loan car bookings in the relevant diary.
7. To check at time of booking, for any outstanding manufacturer recalls due and report to customers for permission to carry out any outstanding recall/s during their visit to the dealership.
Skills and experience:
You must be able to:
8. Demonstrable communication and interpersonal skills, and experience in a customer-facing role along with excellent organizational skills.
9. Experience in using Microsoft Office products, and working with databases is desirable.
10. Knowledge of the automotive industry, particularly in regard to vehicle servicing and maintenance is desirable. Also experience of working within a Call Centre environment would be beneficial but not essential.
11. Ability to comply with all Company and Brand / Manufacturer policies and procedures
12. If you are looking to join the Automotive Industry then this is a brilliant opportunity for you, and a lifelong career choice where you can really make a difference to our team.
What we offer:
13. World-class training provided from our own trainer and our brand partners
14. 30 days annual leave inclusive of 8 bank holidays, with average commission paid during your annual leave.
15. Preferential rates for servicing and repairs on your family and friend’s cars
16. A workplace pension scheme
17. £25 contribution to eye tests
18. Cycle to work scheme
Hours
39 hours per week, covering shifts 8:30-4:30 or 10:30- 6:30
We are an equal opportunity employer. We are committed to creating an inclusive environment for all employees and do not discriminate on the basis of race,ethnicity, gender, age, national origin, religion, disability or other characteristics.