Quality and Training Officer

Money4yourMotors Ltd is part of the Cox Automotive UK group of companies and is one of the UK’s best known consumer car buying businesses. The team also provide car buying solutions for partners across the automotive industry working under the Manheim Brand.

The hub of the activity is in the call centre, which consists of 40+ operatives currently, who are there to provide outstanding customer service, fielding all enquiries, booking appointments, supporting sales and managing the aftercare once a vehicle is purchased. The focus of the team working in the call centre is to deliver exceptional customer service every time to the internal and external customers.

**Scope of the Role**:
Reporting to the Quality and Training Lead you will be responsible for supporting delivery of all aspects of training and development of team members and implementing the quality assurance framework.

You will support delivery of the training programme which will include;
- The induction of new employees through a training programme, with the use of oral and visual presentations, activities, demonstrations, and other interactive workshops
- Complete customer/quality and feedback assessments, contributing to assessments of existing team members to identify gaps in knowledge.
- Keeping up to knowledge with all Standard Operating Procedures, KPIs and campaign delivery.

The Quality and Training Officer will also be responsible for auditing team members, ensuring that high standards are consistently being met. They will use the quality assurance system; listen to calls and check systems and record all findings by producing an evaluation document.

You will also complete a variety of outbound customer contacts to evaluate the customer journey.

**Objectives for Role**:

- Complete induction programs for new Team Members joining the company
- Monitor on-going performance of Team Members through auditing process
- Work with other M4YM management team to ensure processes and training are aligned
- Ensure completion of all customer confirmation appointments
- Outbound customer contact to record reasons for the customer deciding not to progress with the sale
- Complete outbound contact to confirm all customer appointments
- Complete investigation into all cancelled appointments, recording reason for cases
- Contributing to training material and delivery training to Customer Services team as required
- Update the training database, recording training required and completed for each Team Member
- Record feedback to Team Leaders of updates related to training
- Additional support to the Quality and Training Lead as and when required.

**Skills, Knowledge and Experience**
- Coach people in a way that enables them to be the best they can be
- Be a positive role model
- Positively impact the customer experience/journey and understand the importance of first time resolution
- Excellent Communication - Both verbal and written
- Problem Solving - Recognition, assessment and solution delivery
- Able to complete tasks accurately and to deadlines
- Strong organisational skills with the ability to prioritise effectively
- Positive and enthusiastic outlook to contributing to the business and making a difference
- Can demonstrate a passion for their own personal development
- A positive approach to training delivery
- Competent in Microsoft Office, specifically Excel

**STRICTLY NO AGENCIES PLEASE**

We work with a carefully selected set of recruitment agencies and we’re not looking to add to our PSL.

We do not accept unsolicited agency CV’s sent to the recruitment team or directly to the hiring manager. We will no be responsible for any fees related to unsolicited CV’s.

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