customer relations Salford, North West England, England
Job description
RRG Group
Brief outline of the role:
The Customer Experience Specialist is responsible for contacting existing RRG customers, principally by phone, at various points during vehicle ownership. This is to maintain a strong and long-standing relationship, and, importantly, it is to ensure that customers return to RRG when they are ready to consider changing their car. The customer experience specialist is accountable for managing, delivering and monitoring all aspects of the finance lead management to achieve high customer retention levels and support vehicle sales. Following each successful call resulting in an appointment, you will be required to update the customer and dealer staff with the agreed next steps, including the time/date for the appointment and the main purpose for the dealer visit, e.g. vehicle of interest.
You will be required to contact all finance customer leads at appropriate points during the life of their finance agreement. These will include customers at the end-of-contract, mid-term, in-parity, service-to-sale, early settlement requests, deliverable stock campaigns, and brand-supplied leads.
Follow RRG'S compliant outbound call process with each customer lead, ensuring that we provide everyone with a professional and customer-focused experience. You will Support sales and customer retention objectives for all dealerships and divisions supported by the Customer Experience Team. Develop expert knowledge of customer retention databases and the ability to build and manage bespoke campaigns.
You will also Carry out additional 'relationship' calls at regular intervals to maintain loyalty and to support sales-based calls at a later stage. Deliver class-leading customer satisfaction in line with the appropriate brand and RRG metrics.
The Ideal Candidate
- Customer Service Experience in a fast-paced and busy environment
- Some experience in upselling would be preferable
- Experience in complaint handling
- A real team player who helps create an environment in which their team can thrive and perform
- Professional attitude
- Ability to be self-motivated and proactive with minimal supervision
- Experience within a call centre environment would be advantageous
- Confident telephone manner.
- Great written communication skills.
- Ability to deliver an excellent customer experience and multitask efficiently.
Salary & Benefits
- Salary basic £22,000 with a potential to earn £29,000+ depending on targets achieved.
- Uncapped individual bonus.
- Guaranteed maximum commission for the first 3 months.
- Great environment with a newly refurbished office.
- Rotating shift pattern, working hours of 37.5 hours per week. Monday - Friday 0900 - 1700 or Monday - Friday 1000 - 1800. Working 1 weekend per month (0900 - 1700 Saturday and Sunday 1100 - 1700) With either Thursday or Monday off or Tuesday or Friday, rotating.
- To support the sites and Marketing Managers with marketing initiatives, prospect data and prospect nights/evenings as and when required.
- You will also be required to work a minimum of 3 bank holidays; however, you will receive overtime pay and time back in lieu.
This is a fabulous opportunity for the right person to join our friendly team. We always strive to recognise our team member's hard work and achievements with excellent benefits, incentives, training and career development.
