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Customer Retention Specialist

2 weeks ago

Fareham, United Kingdom Hendy Group Full time

We have an exciting opportunity for a Customer Retention Specialist to join our multi-franchise team, based in Fareham. As part of our dedicated multi-franchise Retention & Renewals team, you will play an important role within a small team responsible for prospecting, converting and retaining repeat customers for multi-franchise vehicle sales and servicing across the Hendy Group.

**The Opportunity**:
In this role you will:

- Keep in regular contact with our customers, advising them of key milestones in their vehicle-ownership lifecycle, and introducing them to relevant offers that may interest them.
- Assist the Sales team by conducting outbound prospecting and lead generation activity to deliver warm, qualified sales leads into the business.
- Manage inbound enquiries (telephone and digital/online) in a timely and effective manner, delivering the highest standards of customer satisfaction and customer service.
- Ensure full compliance with all current regulatory requirements related to the sale of finance and regulated products, ensuring the best customer outcome.
- Maintain a high level of current product (including finance product), process and system knowledge to deliver the very best expertise and service for our customers and ensure repeat custom.
- Accurately update the company’s customer and vehicle Customer Relationship Management database.

**The Rewards**:
As well as a competitive salary and performance related bonus, we offer a structured career with the opportunity for personal development and training within our rewarding environment. In addition, you can expect the following benefits:

- Bespoke induction and learning programme and comprehensive ongoing training throughout your career;
- Access to car benefit scheme from day one;
- Enhanced family leave benefit.
- Life Insurance;
- Opportunity to join the company pension scheme;
- 23 days holiday (plus bank holidays), increasing with length of service;
- Discounts on new vehicle, used vehicle, service and parts purchases;
- Various perks and discounts with high street and online retailers and services.

**About you**:

- Confident telephone manner
- Self-motivated and reliable, able to work on own initiative and as part of a team
- Passionate about delivering an exceptional customer experience
- Positive ‘can-do’ attitude with an enthusiasm for learning
- Adaptable multi-tasker, able to work well within a busy environment, and meet business critical deadlines
- Strong communication, negotiation, and interpersonal skills
- Empathetic and able to handle difficult conversations
- Good organisational skills
- Ability to analyse and interpret information quickly
- Strong Microsoft Office skills

This opportunity is a great match for those with a background in hospitality, contact centres, and customer care. Previous experience in outbound prospecting/lead generation, handling complaints, Financial Conduct Authority (FCA) regulations, or the automotive industry are desirable but in no way essential as full training will be given in all these areas.

**The Company**:
The Hendy Group is a family-run business with over 40 dealerships, which cover in excess of 75 franchise locations throughout the South Coast. At Hendy, we aim to deliver a premium experience as we have done for more than 160 years, all in an effort to achieve our vision of delivering 100% customer and colleague satisfaction; our forward-thinking, progressive outlook perfectly complements our values, with honesty, quality, care and customer service at the heart of the company, as they have been since 1859.