Contact Centre Executive

6 months ago

Basingstoke, United Kingdom Harwoods Ltd Full time

Job Purpose

The role of the Contact Centre Executive is to:

Make outbound calls of a sales nature and receive inbound enquiries on behalf of our retailers.

Policies

All Harwoods employees are expected to comply with/adhere to all Harwoods policies and procedures and any additional manufacturer requirements relevant to their role.

Person Specification

Essential

Proof of Right to Work in the UK.

Experience

Desirable

Call centre/vehicle service department experience.

Skills & Knowledge

Essential

Smart appearance. Competency in numeracy, literacy and IT. Excellent telephone manner. Resilience.

Desirable

Understanding of basic vehicle design and function.

Competencies

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.

Level:

Team Member

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.

Key Responsibilities

Manage outbound/inbound calls promptly, efficiently and professionally. The nature of these calls will include: Service, MOT, repair and maintenance bookings for customer vehicles. Price enquiries. General enquiries relating to vehicles and repair histories. VHC follow-up calls. Customer service enquiries and complaints. Telemarking campaigns. Accurately record and communicate customer work instructions and seek out opportunities to sell and appropriately advise customers of further services offered by the Group. Participate in projects as and when required or as directed by management. Enhance the relationship between customers and each brand/department within the business. Maintain and update the company database as necessary to ensure high levels of quality/accurate data capture.

The Harwoods Way

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, as detailed below:

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 style="color: rgb(0, 0, 0);">  

Skills for the job

ITLiteracyNumeracyTelephone Skills

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