Contact Centre Executive

2 days ago

Norwich, United Kingdom Holden Group Full time

**Contact Centre Executive**

**Job Type**:Full Time, Permanent

**Location**:Norwich

**Working Hours**:

- Monday to Friday 8:30 am - 5:30pm
- Flexible hours and remote/hybrid working will be considered

**Salary**:£30-32K OTE per year dependant on experience includes bonus opportunities based on CS Results and sales commissions.

**Benefits**
- Company pension
- £150 Personal Development Budget
- Opportunity for progression and personal development
- Company discounts
- Generous holiday entitlement
- Refer a friend incentive
- Employee life insurance - day one entitlement
- Free parking

Established in 1928, Holden Group is a family-owned group of Car Dealerships in Norwich, Norfolk. Representing Kia, Volvo, Honda, Renault, Dacia and MG, we offer new, nearly new and approved used cars and vans, as well as servicing, repairs and maintenanceservices.

**The Role - Contact Centre Executive**:
You will be working as part of a team within our Service department, speaking to a wide range of customers over the phone each day (both inbound and outbound, this role involves no cold calling), answering any questions and queries they may have whilst providingthe very best in customer service. You will be responsible in keeping regular contact with our customer database, resolving any issues that arise with a focus on selling services or products that will benefit the customer.

**Main Duties:**
- To proactively contact customers, build and maintain relationships
- To actively encourage customers to pre-book for servicing
- Assist in developing and implementing contact structure
- To proactively work with our customers to ensure the very best customer service (measure by survey)
- To take ownership of any customer issues and work with the sales/service team to achieve a positive outcome for the customer and the business
- To investigate and remedy any customer complaints or issues and escalate when necessary

**Requirements - Contact Centre Executive**:

- Working within a service or sales franchised main dealer
- Great telephone manner with the ability to create meaningful conversation
- Ability to build a rapport with a customer whilst listening and reacting to their wants and needs
- The desire to solve problems and find the best results for the customer

**Person Specification**:

- A ‘Can-do’ attitude
- Good interpersonal skills
- Be able to work individually or in a group setting equally comfortably
- Trustworthy and work with integrity

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