Customer Service Centre Executive
This is a fabulous opportunity to join a family runbusiness in the AM top 100.
We are looking for ambitious and driven individuals, who are passionate in providing world-class customer service. This role comeswith a basic salary of £20, plus uncapped commission from Serviceand MOT bookings as well as product sales including service plans.
You will work an average of hours per weekcovering Monday to Friday and Saturday on a rota basis.
About Us
Our business started over 60 years ago and has beenin the same family ever since. From our very humble beginnings, we have grownto be in the top 100 car dealers in the country, with an ambition to be in thetop 50 very soon. Across our 21 businesses we have a stable workforce of over450 people, many of whom have been with us for years. We are always on thelookout for nice, genuine people who genuinely care about our customers andhave a can do attitude.
Our recruitment philosophy is that we recruit forattitude and train for skills, which means that although we’re often lookingfor specific technical skills, if you like working with customers and you areattracted by our Family Values of Fit, Fun, Family and Fearless, you’ll fit inwell here and we’d like to hear from you even if you have no experience of theautomotive industry. We offer manufacture training for product knowledge to give you the technicalskills you need, and we work with our own world-class sales trainer who willgive you everything you need to be a “top one percenter”.
We’ll expect you to work hard but in return we’lloffer you an industry leading package, flexible working hours and a realopportunity to progress: we prefer to promote from within and you will see thisin everyone of our sites. You must possess an outrageous ambition to want to bethe best and you won’t let anyone stop you.
What we offer:
1. A basic salary of £20, with uncappedcommission.
2. World-class training provided from our own trainerand our brand partners
3. 30 days annual leave inclusive of 8 bank holidays,with average commission paid during your annual leave.
4. Preferential rates for servicing and repairs onyour family and friend’s cars
5. A workplace pension scheme
About You
We are looking for ambitious and driven individualswho are passionate in providing a world-class customer experience. We live bythe mantra that we have one standard and it is world-class, it’s important youare confident and enjoy talking to our customers. As a Customer Service CentreExecutive, you will have excellent motivational skills, drive, ambition andpeople skills and your Key Objectives will be: To work with colleagues to provide excellent customer service by exceedingtheir expectations. Handling service and MOT booking calls for service departments, deliveringcustomer service excellence and maximizing profitability with product sales,for example service plans.
6. Carrying out outbound service, MOT, vehiclemaintenance and all other Aftersales-related booking calls for the Servicedepartments.
7. Conducting follow-up calls for marketing campaigns,as and when required.
8. Building valuable relationships with all ourcustomers, focusing on increasing customer retention.
9. Maintaining the database (pinnacle) in accordancewith D. M. Keith Group’s database policies and procedures.
10. Conducting follow-up calls relating to customercomplaints.
11. To clearly record collection and delivery, waiting jobs and loan car bookingsin the relevant diary.
12. To check at time of booking, for any outstanding manufacturer recalls due andreport to customers for permission to carry out any outstanding recall/s duringtheir visit to the dealership.
Skills and Experience
You must be able to:
13. Demonstrable communication and interpersonalskills, and experience in a customer-facing role along with excellentorganizational skills.
14. Experience in using Microsoft Office products, andworking with databases is desirable.
15. Knowledge of the automotive industry, particularlyin regard to vehicle servicing and maintenance is desirable. Alsoexperience of working within a Call Centre environment would be beneficial butnot essential.
16. Ability to comply with all Company and Brand /Manufacturer policies and procedures
17. If you are looking to join the Automotive Industrythen this is a brilliant opportunity for you, and a lifelong career choicewhere you can really make a difference to our team.
Working Hours
You will work 6 days per week, an average of hours per week and you will cover Monday to Friday with Saturday on a rotabasis.
Shifts will include:
Week 1
8am - 4pm Monday to Thursday/ 8am – 3pm Friday / 8:30am – 1pm Saturday
Week 2
10:30am - 6:30pm Monday toFriday
If you have worked in retail previously, you willbe glad to know we close Easter Sunday, Christmas day, Boxing day and New YearsDay.