Job Description

We are looking to recruit an enthusiastic and confident individual to join the team at our Contact Centre in Ipswich. Our team deals with various aftersales enquiries across our Ford, Peugeot, Citroen, DS and Kia dealerships.

Main Responsibilities will include:

Accurately create bookings as required, covering any costs and customers requirements, such as loan cars, collection service etc.

Carry out after visit customer satisfaction calls to ensure that we have delivered the highest level of customer satisfaction.

Utilise various applications to accurately quote for servicing, repairs etc. and to highlight any future work, including any outstanding recalls.

Proactively carry out various outbound tasks, including service reminders, vehicle health check re-inspections and customer satisfaction calls.

Discuss and promote any additional upsells that are applicable, including service packages.

Ensure all customer records are accurately inputted and maintained, observing GDPR guidelines.

Deal with live chat and various online booking portals.

Skills Required:

Good communication skills, especially listening, as that will allow you to ask better, more relevant, questions of customers.

Empathy is important as you may be handling contacts from customers in difficult situations, so having natural empathy makes it much easier to build rapport with these customers.

An ability to multitask will prove vital, as you will have to switch between multiple systems while helping customers and switch channels frequently - from the phone to email, for example.

Natural problem solver, able to work to a high level of accuracy.

Computer literate.

Work well independently (on calls) as well as part of a team to achieve department targets.

Working Hours

Up to 42.5 hours per week, Monday to Friday between 0800 and 18:00.
Our team works on a shift basis, either 08:00-17:00 or 09:00-18:00 and approximately 1 in 4 Saturdays on a rota basis.

Part-time/ flexible working hours would be considered for the right candidate.

Salary

27,265.59 p.a. basic wage (42.5 hour working week), along with a motivational bonus scheme which means an OTE of between 29,500 - 31,500 p.a.

Inclusion & Accessibility

John Grose Group is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We welcome applications from people of all backgrounds, experiences, and abilities. If you require any adjustments during the recruitment process, please let us know -- we're here to support you.

We employ over 300 staff and offer long-term career progression across multiple disciplines. We encourage all colleagues to develop the skills that help them fulfil their potential while contributing to a workplace that is inclusive, respectful, and equitable.

If this sounds like the opportunity you're looking for, please apply using this form or email a copy of your CV to recruitment@johngrose.co.uk

Job Types: Full-time, Permanent

Pay: From 27,265.59 per year

Benefits:

Company pension Cycle to work scheme Employee discount On-site parking
Ability to commute/relocate:

Ipswich IP3 9BE: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (preferred)
Work Location: In person