Job Description

As part of the We've Got the Key team you will be delivering an important part of our customers journey providing customer excellence that takes the stress out of lost, broken, or locked-in keys by delivering fast, expert, and trustworthy auto-locksmith services to our customers across the UK. At We've Got the Key we are embedding exciting transformational change to ensure we continue to deliver excellence in every experience for our customers and a great culture for our teams.

We are a 24/7/365 service and we currently have various part time shift patterns currently available to support multiple aspects of the customer journey from first point of sale right through to job completion and after care.

We are looking for enthusiastic people to join our fantastic and friendly customer excellence team to deliver a first-class service .The right candidate will be confident in communicating with our customers over the phone and via email and have real "can do" positive mind set.

Our focus is on finding the right people to fit the business and the role. No previous experience required as extensive training and coaching will be given to successful candidates.

This role is office based in a city centre location and will include weekend working.

Weekly Contracted Hours: 35 hrs per week working 5 days per week

Starting salary: 22,204

Weekly Contracted Hours: 32 hrs per week working 4 days per week

Starting Salary: 20,317.44

Weekly Contracted Hours: 25hrs per week working 5 days per week to cover peak call times (midday and evenings)

Starting Salary: 15,873

All the above hours of work will be between 07:00 to 21:00 Monday to Sunday, with an unpaid break for lunch each day (if shift is over 6hrs long) to be taken between hours agreed. Exact shift pattern shall be communicated to you by the Company in advance of each shift.

Job Title: Customer Excellence - Sales Associate

Department: Customer Excellence

Salary Banding: Band 7 (Seven)

Employment: Permanent

Location: Office Based (Norwich HQ)

Job Purpose

As a Customer Excellence Sales Associate, you will act as a frontline representative for customer sales enquiries across our various business channels.

You will use your developing knowledge of auto-locksmith services and vehicle key products to guide customers to the right solution.

Operating within a contact centre environment, you will contribute to a smooth, efficient, and high-quality customer journey, while supporting the wider Customer Excellence function in delivering consistent service.

Primary Discipline Duties - Sales

Handle inbound and outbound customer sales enquiries through phone, email, chat, and SMS. Understand customer needs and recommend appropriate products or services. Build rapport to support conversions and build customer trust. Follow the full sales process from enquiry to solution confirmation. Meet or exceed daily / weekly / monthly sales targets. Manage follow-ups for undecided leads and outstanding quotes. Accurately log all sales activity and customer interactions in CRM systems. Keep up to date with vehicle key types, pricing, service options, and availability.

Cross-Functional Duties

Support basic customer service enquiries relating to open cases. Provide customer updates where required and support of all the Customer Excellence team that you will be working within. Liaise with internal teams and locksmith partners to support timely job progression. Support complaint-handling processes by collecting accurate information and escalating as appropriate.

Administration & Operational Support

Maintain accurate case notes, sales records, and customer communication logs. Ensure all team mailboxes and multi-channel communication lines meet SLA performance standards. Adhere to all processes relating to compliance, data accuracy, and service quality. Navigate multiple systems with accuracy and efficiency.

Continuous Improvement & Collaboration

Share customer insights to support improvements in products, pricing, scripts, and processes. Participate in team huddles, feedback loops, and training activities. Maintain a positive, solutions-focused attitude in a performance-driven environment. Identify opportunities to improve the customer journey.

Skills & Experience

Essential:

Contact centre or telesales experience preferred. Confident communication skills and active listening. Ability to stay calm under pressure and manage high enquiry volumes. Strong organisation, attention to detail, and ability to follow processes. CRM proficiency and comfort navigating multiple systems. Customer-first mindset with strong critical thinking.

Desirable:

Previous auto-locksmith or automotive services experience. Experience managing multi-channel communications. Ability to identify improvements and work on own initiative.
Job Types: Part-time, Permanent

Pay: 15,873.00-22,204.00 per year

Expected hours: 25 - 35 per week

Benefits:

Company pension
Work Location: In person