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Renewals Specialist

4 months ago

Kingston upon Hull, United Kingdom John Roe Group Full time

**We are currently looking to recruit a dynamic individual for our busy dealership in Toyota Hull as Toyota continues to grow its market share year on year with a range of fantastic hybrid products.**

**The role is full time working (5.5 day week) on a rota basis with one day every other full weekend off**

**At the John Roe Group, we are looking for passionate, positive, flexible individual that will specialise in creating appointments and converting prospects into sales, whilst working with the Sales Executives to give the best possible outcomes for our customers. Due to the dynamics of our teams, we ask that our applicants come from a Customer focussed background. Our sales teams form part of our family run business, established for over 50 years within the motor trade.**

**Previous car sales experience is preferred but not essential. We are looking for exceptional, dynamic individuals, confidence & decorum on the phone is key**

**Our generous pay plan has a solid basic salary with a commission and bonus plan that is uncapped. The more successful you are in generating appointments, the more you will earn**

**Come & be part of the family**

**Position: Renewals Specialist**

**Summary of Purpose**

Identifies and develops prospects, working with individual customers to understand their needs, to guide them towards the most appropriate product and agree the sale

**Main responsibilities and duties**

**Builds rapport and qualifies the customer’s requirements**
- Talks and listens to customers to build rapport and understand their requirements - both their stated and unconscious needs
- Qualifies own understanding of the customer's needs - through discussion and gauging the customer’s reaction to alternative options - to build the closest possible match between the product and customer
- Demonstrates the most suitable options to the customer, understanding and adapting to their buying strategy and encouraging them to experience the product (e.g. test drive)
- Uses a good understanding of the customer’s needs to guide him/her towards the best choice for them
**Agrees the details of the sale**:

- Appraises the customer’s part exchange vehicle (checking documentation and obtaining quotes for any paint or repair work), agreeing a purchase price with the Sales Manager
- Reviews accessories and additional product options with the customer
- Uses interactive screen based systems to help tailor the product offering to the customers’ specification or demonstrate used car market prices
- Agrees the sale price in an open and friendly manor
- Introduces the Sales Controller/Manager or agrees the payment method and any finance arrangements with the customer direct, working within company guidelines
- Passes the customer over to a Sales Executive to complete all administration moving forward

**Develops relationships to win new business**:

- Plans and organises own daily prospecting activity - for example by telephoning sales prospects (previous/existing customers or lost opportunities) to obtain new business/reignite enquiries

**Works as a full member of the Centre team**
- Works with colleagues and other teams across the Centre to provide a seamless service to customers (e.g. by informally observing and responding to the needs of customers who are not being attended to by other members of staff)
- Ensures opportunities for sales by other teams are followed up by the most appropriate specialist e.g. fleet sales
- Maintains the showroom environment and displays to agreed guidelines
- Adhere to Company procedures and compliance for legislation purposes i.e. FCA etc

Key Success Criteria
- Appointment making
- Centre Customer Retention Scores (e.g. new sales to existing customers)
- Customer satisfaction (CRS)
- Teamworking across the Centre (e.g. Service and Parts)
- Adhere to Company procedures and compliance for legislation purposes i.e. FCA etc

**Personal Specification**

**Essential**

¨ Good standard of education with a qualification in Maths and English

¨ Previous experience of customer service delivered to a high standards

¨ Excellent communication, administrative and organisational skills

¨ Excellent customer service/people skills

¨ Polite, calm and approachable persona

¨ Must be a team player

¨ Ability to work on own initiative or with minimum supervision

¨ Must have flexible ‘can do’ approach

¨ Must show a good understanding of FCA regulations and how these convert into the car sales arena

**Desirable**

¨ NVQ Lv2 or higher in customer service/retail

¨ Previous car sales experience

**General**

The above principal accountabilities are not exhaustive and may vary without changing the character of the job or level of responsibility

The above duties may involve having access to information of a confidential nature, which may be covered by the Data Protection Act. Confidentiality must be maintained at all times.

The post holder must be flexible to ensure the operatio