Customer Advisor - Car Aftersales
| Dyddiad hysbysebu: | 17 Mehefin 2025 |
|---|---|
| Cyflog: | £22,000.00 i £30,000.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | OTE £30,000.00 |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 17 Gorffennaf 2025 |
| Lleoliad: | PE29 6WP |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Empower Education - Midlands Limited |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | CA-Vin-Jun25 |
Crynodeb
Company Vision
The belief is that in spite of the range of businesses that we represent, and regardless of encouraging individuality within each of its businesses, there are key things that consistently provide the foundation needed to achieve our goal of ‘The Best Retail Partner in the Automotive Industry’.
There are, therefore, six sides of the Vision – Pioneering Mindset; High Performance Culture; Exceptional People; Customer Obsession; Outstanding Outcomes; and Sustainable Process. All employees are asked to consider how these relate to their role and areas of responsibility, to ensure they are integral in driving successes within each area.
We believe in each employee understanding the parameters of their role and,
therefore, being allowed the entrepreneurial spirit to achieve within these. This starts with expectations, clearly outlined, and a Job Description is integral in setting the parameters.
My Mission
To operate your business department in line with the core principles; Pioneering Mindset; High Performance Culture; Exceptional People; Customer Obsession;
Outstanding Outcomes; and Sustainable Process, with the objective of being part of an Outstanding Customer Hub.
To achieve all personal objectives that you are given, whether financial or operational, and to do so in a way that not only achieves a result today, but one that builds a sustainable base for the continued success and benefit of each stakeholder.
Behavioural Expectations
- Alignment with the company vision; Consistently act in a manner that reflects the six core principles.
- Strive to think innovatively and contribute to improving outcomes in every action and decision.
- Stakeholder Engagement: Treat all stakeholders—whether customers, colleagues, or external partners with respect and professionalism.
My Key Responsibilities
- Timely Call Handling: Ensure inbound calls are answered promptly, in line with
departmental expectations, maintaining high service levels.
- Call Volume: Achieve a minimum of 75 calls per day, including both inbound and
outbound activity, to ensure proactive customer engagement.
- Outbound Calls Management: Complete all allocated outbound calls efficiently,
managing time effectively to meet targets.
- Event-to-Booking Ratio: Maintain a 2.0+ events vs. booking ratio by informing customers about due or outstanding vehicle maintenance, including Vindis and Manufacturer recommendations.
- Objection Handling: Address customer objections confidently to ensure they understand the benefits of necessary maintenance, focusing on vehicle safety and long-term value.
- Service Maintenance Plans: Maximize the promotion of service maintenance plans, ensuring internal targets of 40 a month are met, and customers understand the advantages.
- Specialization & Resource Utilization: Leverage available tools and resources to develop expertise in your area and provide exceptional service.
- Accurate Record-Keeping: Keep all internal systems and customer records up to date, ensuring accuracy and completeness.
- Customer Experience: Deliver a positive, supportive, and consultative booking
experience for every customer interaction. Foster a culture of customer service excellence, ensuring customer expectations are consistently met.
- Feedback Management: Actively receive, address, and resolve customer feedback, regardless of origin or nature, showing accountability and commitment to improvement.
- Clear Communication: Respond to customer queries promptly and clearly, using simple language and avoiding technical jargon to ensure understanding.
- Collaboration & Relationship Building: Maintain effective working relationships with dealerships, peers, and other internal teams to ensure smooth operations.
- Process Compliance: Adhere to internal processes and guidelines, including capturing and updating customer details, booking procedures, call quality standards, and meeting targets.
Compliance and Risk Management Expectations
- Policy Adherence: Stay fully informed about and comply with all policies, procedures, and guidelines provided by the Management Team. Ensure that your actions align with the company's established standards.
- Thorough Understanding of Policies: Read, comprehend, and follow all policy
documents issued to you, such as the Employment Guide, Employee Handbook,
Compliance Policy, Data Protection Policy, and Health, Safety & Environmental Policy.
- Proactive Risk Management: Take responsibility for identifying and managing any
aspects of your role—or the wider department—that may expose the company to risks (e.g., health & safety concerns, insurance compliance, handling of cash payments). Always raise any concerns regarding potential risks with your Line Manager.
- Escalation of Policy Breaches: Promptly escalate any actual or perceived breaches of policies, or actions that could lead to risk exposure, in accordance with your reporting line. Alternatively, escalate issues to the Human Resources Team for proper resolution.
This job description is representative of the main duties associated with the role but is not an exhaustive account. As such, the incumbent will be expected to undertake all of the duties that are reasonably requested in the role, and as an employee within the group.
The belief is that in spite of the range of businesses that we represent, and regardless of encouraging individuality within each of its businesses, there are key things that consistently provide the foundation needed to achieve our goal of ‘The Best Retail Partner in the Automotive Industry’.
There are, therefore, six sides of the Vision – Pioneering Mindset; High Performance Culture; Exceptional People; Customer Obsession; Outstanding Outcomes; and Sustainable Process. All employees are asked to consider how these relate to their role and areas of responsibility, to ensure they are integral in driving successes within each area.
We believe in each employee understanding the parameters of their role and,
therefore, being allowed the entrepreneurial spirit to achieve within these. This starts with expectations, clearly outlined, and a Job Description is integral in setting the parameters.
My Mission
To operate your business department in line with the core principles; Pioneering Mindset; High Performance Culture; Exceptional People; Customer Obsession;
Outstanding Outcomes; and Sustainable Process, with the objective of being part of an Outstanding Customer Hub.
To achieve all personal objectives that you are given, whether financial or operational, and to do so in a way that not only achieves a result today, but one that builds a sustainable base for the continued success and benefit of each stakeholder.
Behavioural Expectations
- Alignment with the company vision; Consistently act in a manner that reflects the six core principles.
- Strive to think innovatively and contribute to improving outcomes in every action and decision.
- Stakeholder Engagement: Treat all stakeholders—whether customers, colleagues, or external partners with respect and professionalism.
My Key Responsibilities
- Timely Call Handling: Ensure inbound calls are answered promptly, in line with
departmental expectations, maintaining high service levels.
- Call Volume: Achieve a minimum of 75 calls per day, including both inbound and
outbound activity, to ensure proactive customer engagement.
- Outbound Calls Management: Complete all allocated outbound calls efficiently,
managing time effectively to meet targets.
- Event-to-Booking Ratio: Maintain a 2.0+ events vs. booking ratio by informing customers about due or outstanding vehicle maintenance, including Vindis and Manufacturer recommendations.
- Objection Handling: Address customer objections confidently to ensure they understand the benefits of necessary maintenance, focusing on vehicle safety and long-term value.
- Service Maintenance Plans: Maximize the promotion of service maintenance plans, ensuring internal targets of 40 a month are met, and customers understand the advantages.
- Specialization & Resource Utilization: Leverage available tools and resources to develop expertise in your area and provide exceptional service.
- Accurate Record-Keeping: Keep all internal systems and customer records up to date, ensuring accuracy and completeness.
- Customer Experience: Deliver a positive, supportive, and consultative booking
experience for every customer interaction. Foster a culture of customer service excellence, ensuring customer expectations are consistently met.
- Feedback Management: Actively receive, address, and resolve customer feedback, regardless of origin or nature, showing accountability and commitment to improvement.
- Clear Communication: Respond to customer queries promptly and clearly, using simple language and avoiding technical jargon to ensure understanding.
- Collaboration & Relationship Building: Maintain effective working relationships with dealerships, peers, and other internal teams to ensure smooth operations.
- Process Compliance: Adhere to internal processes and guidelines, including capturing and updating customer details, booking procedures, call quality standards, and meeting targets.
Compliance and Risk Management Expectations
- Policy Adherence: Stay fully informed about and comply with all policies, procedures, and guidelines provided by the Management Team. Ensure that your actions align with the company's established standards.
- Thorough Understanding of Policies: Read, comprehend, and follow all policy
documents issued to you, such as the Employment Guide, Employee Handbook,
Compliance Policy, Data Protection Policy, and Health, Safety & Environmental Policy.
- Proactive Risk Management: Take responsibility for identifying and managing any
aspects of your role—or the wider department—that may expose the company to risks (e.g., health & safety concerns, insurance compliance, handling of cash payments). Always raise any concerns regarding potential risks with your Line Manager.
- Escalation of Policy Breaches: Promptly escalate any actual or perceived breaches of policies, or actions that could lead to risk exposure, in accordance with your reporting line. Alternatively, escalate issues to the Human Resources Team for proper resolution.
This job description is representative of the main duties associated with the role but is not an exhaustive account. As such, the incumbent will be expected to undertake all of the duties that are reasonably requested in the role, and as an employee within the group.