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Contact Centre Representative
1 month ago
The role of the Contact Centre Executive is to provide exceptional customer service and sales support to our customers through outbound and inbound calls.
Key Responsibilities- Manage outbound and inbound calls to service, MOT, repair, and maintenance bookings for customer vehicles.
- Respond to price enquiries and general customer enquiries related to vehicles and repair histories.
- Accurately record and communicate customer work instructions and seek opportunities to sell and advise customers of further services offered by the Group.
- Participate in telemarketing campaigns and enhance the relationship between customers and each brand/department within the business.
- Maintain and update the company database to ensure high levels of quality and accurate data capture.
- Proof of Right to Work in the UK.
- Call centre/vehicle service department experience.
- Smart appearance.
- Competency in numeracy, literacy, and IT.
- Excellent telephone manner.
- Resilience.
Harwoods has 5 key competencies which describe the behaviours expected of all employees. For this role, we are looking for applicants who can demonstrate all of the competencies below at the level described, as per the attached competency framework.
- Delivering Memorable Customer Service: Provides customer service which creates 'memorable experiences' through meeting and exceeding customer expectations.
- High Performing Teams: Supports others to continuously improve performance. Seeks feedback on own performance, takes responsibility for own development & demonstrates Harwoods values.
- Commercial and Operational Excellence: Understands the drivers of business performance and uses them to optimise commercial opportunities. Plans and manages processes, resources workflows efficiently.
- Innovation & Improvement: Demonstrates openness to change and improvement. Proactively looks for more effective ways of doing things.
- Brand Aligned: Knowledgeable of, aligned to and ambassador for the brand and adheres to brand standards.
Harwoods Group is a values-led, family-owned automotive retail group that was founded in 1931. Our values are lived and breathed by all of our colleagues to enable industry-leading customer experience and colleague engagement.
We Treasure our people and our customers
We challenge ourselves to grow & improve
We grab responsibility
We run in the same direction as one team
We inject energy and fun into our work
We are a top 30 automotive dealer group, as ranked by annual turnover on AM100, representing the following brand partners:
Bentley, McLaren, Aston Martin, Jaguar, Land Rover, Audi, Volvo, INEOS, BMW & Mini (Service), MAN
We operate across 6 counties in the South East of England, namely:
Surrey, East Sussex, West Sussex, Kent, Wiltshire, Hampshire
With a high colleague engagement score of 72%, Harwoods Group has a real differentiator with our industry-leading people development programme, including:
recruitment and selection; onboarding; induction; probation; lets talk one to ones; Harwoods Academy; succession and development; colleague recognition
After continued growth, we now operate with circa 1,100 colleagues across circa 28 state-of-the-art facilities.
We demand the best for our colleagues and our customers and look forward to your application at >
