Customer Loyalty Advisor

7 months ago

Stockport, United Kingdom Inchcape Full time

**Customer Loyalty Advisor**

**VW Stockport**

**40 hours a week Monday-Friday**

**£21,735.00 (OTE £31,735.00) + Employee Benefits**

Do you want to come and join the dynamic Customer Loyalty Team who build relationships and make appointments with our existing customers. This Customer Loyalty Advisor role is predominately office-based in a very friendly and energetic environment. We look after Customer Retention and we are a central unique Team responsible for multiple Brands including Volkswagen, Audi, Porsche, Toyota, Lexus and bravoauto.

Through our relationship with our customers we have dramatically increased the renewal performance of all the Brands we work with and we are expanding the Team as we move into other divisions within Inchcape. If you feel you are a great fit for this Customer Renewal team then please get in contact.

**Benefits**:

- Vehicle purchase discounts - There are plenty of ways that you & your family can Drive with Us at Inchcape, from vehicle discounts to service offers. Own your dream car for less.
- A pension that pays - Our flexible pension scheme gives you the freedom to plan for the future in a way that suits you. Choose exactly how much you want to contribute on a monthly basis
- Save as you earn plan
- reap the rewards of Inchcape’s success and effortlessly grow your savings. Save every month for a set period in order to buy Inchcape shares at a discounted price.
- Life Assurance - we give you the peace of mind when you need it most
- Health Shield Cash Plan - Supporting your health and your wallet, this benefit reimburses you the cost of everyday health care from prescriptions to dental work.
- Employee Discounts with The Showroom - make your salary go further with the discounts and cashback offers available at over 1000 retailers
- Employee Assistance Programme - We take employee wellbeing seriously at Inchcape, we offer a programme to support all our colleagues and families with whatever challenges they may face at work or at home 24/7 365 days a year.
- Customer Introduction Reward - refer someone to buy a car from us and we’ll pop some extra cash in your pay check.
- Holiday allowance rising with length of service - We reward long service with extra holiday
- Great career development - Receive industry leading training from the brand you represent whilst you develop your skills with the Inchcape training team
- And much more

**Job Introduction**

The Outbound Customer Service Advisor (Customer Loyalty Specialist) is responsible for contacting existing Inchcape customers, principally by phone, at various points during the ownership of their vehicle. In part, this is to maintain a strong and long-standing relationship and, importantly, it is to ensure that customers return to Inchcape 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 in order to achieve high levels of customer retention, and to support vehicle sale and profitability objectives.

**Main Responsibilities**
- Contact all required outbound 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 Inchcape’s compliant outbound call process with each customer lead, ensuring that we provide a professional and customer-focused experience for everyone.
- Support sales and customer retention objectives for all dealerships and divisions that are supported by the Loyalty Team
- Develop expert knowledge of customer retention database and the ability to build and manage bespoke campaigns
- Carry our additional ‘relationship’ calls at regular intervals in order to maintain loyalty and to support sales-based calls at a later stage
- Complete and adhere to all the required compliance and legislative requirements, e.g. FCA, Data Protection, Trading Standards, Motor Law training, in addition to all Inchcape and OEM training requirements and compliance protocols. Always treat customers fairly
- Be confident in handling any customer queries or challenges and act with honesty and integrity
- Gain and maintain a good knowledge of relevant manufacturer finance campaigns and loyalty offers to support conversations with customers and in order to achieve positive outcomes
- Update all required systems with agreed next steps following each customer contact, including retention and data management systems, ensuring accurate recording keeping of all activity to support reporting and analytics.
- Following each successful call resulting in an appointment, update the customer and dealer staff with agreed next steps, including time/date for appointment and main purpose for dealer visit e.g. vehicle of interest
- Deliver class leading customer satisfaction, in line with the appropriate brand

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