Customer Experience Loyalty Specialist. Toyota
4 days ago
_Are you experienced within Customer Service looking to grow with a big automotive brand?_
**Role info**:
**Customer Loyalty Specialist**
**Swindon**
**£24,000 - £30,000 OTE**
Plus Vehicle Purchase Discounts, Workplace Pension, Customer Introduction Reward, Holiday Allowance Rising with Length of Service, Great Career Development, Plus Other Benefits and Incentives
**Who are we?**
At Fish Brothers Toyota Swindon we cater for all of our customer’s Toyota needs. Our vehicles come with the peace of mind that the best quality and service is provided, before, during and long after a car is bought from us.
As one of the leading Toyota Centre’s in the UK we are passionate about ensuring our customers are always put first - every day, everywhere.
**The Customer Loyalty Specialist role**:
The Outbound Customer Service Advisor (Customer Loyalty Specialist) is responsible for contacting existing Fish Brothers customers, principally by phone, at various points during the ownership of their vehicle. In part, this is to maintain a strong and long-standingrelationship and, importantly, it is to ensure that customers return to Fish Brothers when they are ready to consider changing their car.
The Loyalty Specialist is accountable for management, delivery and monitoring of all aspects of finance lead management to achieve high levels of customer retention, and to support vehicle sale and profitability objectives.
**Key Responsibilities**:
+ Following the Fish Brothers compliant outbound call process with each customer lead, ensuring that we provide a professional and customer-focused experience for everyone.
+ Supporting sales and customer retention objectives for all dealerships
+ Developing expert knowledge of customer retention database and the ability to build and manage bespoke campaigns
+ Carrying our additional ‘relationship’ calls at regular intervals to maintain loyalty
+ Completing and adhering to all the required compliance and legislative requirements, e.g., FCA, Data Protection, Trading Standards, Motor Law training, in addition to all Fish Brothers and OEM training requirements and compliance protocols.
+ Being confident in handling any customer queries or challenges and act with honesty and integrity
+ Gaining and maintaining a good knowledge of relevant manufacturer finance campaigns and loyalty offers to support conversations with customers and to achieve positive outcomes
+ Updating all required systems with agreed next steps following each customer contact
+ Following each successful call resulting in an appointment, update the customer and dealer staff with agreed next steps
+ Supporting dealership ‘back-of-house’ finance processes
+ Delivering class leading customer satisfaction, in line with the brand
**About you**:
+ Customer Service Experience in a fast paced and busy environment
+ Some experience of 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 mínimal supervision
+ Act with honesty and integrity and never over-promise
**Ready to join the largest car company in the world?**
Since Toyota's foundation, we have acted in accordance with our Guiding Principles to produce reliable vehicles and the sustainable development of society through ever-changing innovation and the provision of high-quality products and services.
Toyota will lead the future mobility society, enriching lives around the world with the safest and most responsible ways of moving people. Through our commitment to quality, ceaseless innovation, and respect for the planet, we strive to exceed expectationsand be rewarded with a smile.
We will meet challenging goals by engaging the talent and passion of people who believe there is always a better way.
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