Contract type: Permanent
Hours: 40 hours per week
If you want to indulge your Customer Service obsession, if you love of cars and want to have a hoot at the same time then this role is for you!
At CarShop, we are absolutely committed to making sure our Colleagues have a great place to work, are excited and engaged in what they are doing and are rewarded for their achievements.
Our fantastic benefits package includes:
22 days’ holiday that increases with length of service
BUPA Private medical insurance options
Salary sacrifice schemes including childcare vouchers and cycle to work
Discounted gym membership
Life Assurance scheme
Let’s start with the facts
CarShop aims to be the employer of choice within the motor retail industry. We put a lot of time and effort into finding and nurturing the very best candidates for every job, recognising and rewarding your achievements and supporting your personal development.
Achieving this goal will help us maintain our position as the UK’s leading used car supermarket group. It will also enable us to set the standard by which all other motor dealerships and car supermarkets are measured. Established in 1999, CarShop have a £200 million annual turnover, 20,000+ annual retail sales, up to 3,500 cars in group stock at any one time, over 500employees, 17 years of experience, 5 huge retail stores, and huge ambition for continued innovation and success.
The job in a nutshell
To organise and handle customer after sales contact with integrity, honesty and professionalism in all circumstances ensuring timely and satisfactory resolution for all issues and deliver an experience that exceeds customer expectations to help retain our customers for life.
What you will be doing
To deliver a consistent high quality of service for every customer.
To deputise for the Customer Experience Manager as required and supervise the Customer Service Team activity to ensure the team operate efficiently and in a co-ordinated way.
To handle and resolve all customer after sales contact, working alongside the Customer Experience Manager, escalating issues when required or acting as a point of escalations when deputising for the Customer Experience Manager.
To maintain an excellent understanding of appropriate legislation in relation to the selling of used vehicles.
To be familiar with the terms of all customer policies and products.
To assist the Customer Services manager to achieve the store Customer Experience budget, highlighting risk and looking to make the most effective and efficient use of Company finances to ensure customer issues are resolved.
Maintain accurate records of customer contact using the complaints system and manage outstanding issues that require resolution in line with the Company’s customer complaints procedure.
Maintain a close working relationship with Service Centre team to enable internal remedial work to be completed in good time/with reasonable cost. Be able to fully explain and reassure customers at regular intervals about the cause and required fix for all vehicle remedial work.
Ensure that all customer contact handling is professional and focused on fast efficient resolution in order to maintain good levels of customer relations.
Assist Customer Experience Manager to monitor all forms of customer feedback for the store.
Maintain the highest levels of professional standard and integrity. Ensure all customer information is handled in line with the Company data security policy.
Ensure all administrative work is completed accurately.
To help to manage the use of customer loan vehicles to provide customers with a suitable loan vehicle and minimize any disruption to the customer and business operation. To ensure that loan vehicles are inspected before and after a loan and handle any issues in line with Company policy.
Any other reasonable duties as requested
What we expect from you
Essential to hold a full UK/EU driving license
Previous experience in a similar role
(desirable) A working knowledge of the motor retail industry
Strong communication skills, both in writing and verbally
Basic IT skills
Articulate and confident in managing complaints. Ability to show empathy but remain resilient
What happens next?
Once you have completed your application, our Recruitment Team will initially consider your skills and experience based on your CV and application. If suitable, our team will then contact you to advise you of the next stage.
CarShop is an equal opportunities employer and positively welcomes all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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