Peoples Ford
Customer Experience Specialist - Outbound
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Outbound Customer Experience Specialist at Peoples Automotive Group - Falkirk
We are looking for an enthusiastic, bubbly, and customer-focused person to join our Customer Experience Team as an Outbound Customer Experience Specialist based in Falkirk. We are a small but close-knit team, and because of this, you can make a real impact on our customer journey – you are not just a number with Peoples! In a fast-paced environment where the customer is at the heart of everything we do, our Outbound Customer Experience Specialists play a vital role in handling all outbound telephone enquiries.
Responsibilities
Reporting to the Customer Experience Manager, responsibilities will include:
- Dealing with all outbound customer calls in a professional and friendly manner
- Support in the upsell of additional products and services
- Work towards appointment and conversion targets
- Management of MOT and Service reminders and Service follow-up calls to ensure appointment targets are achieved
- Put the customer experience at the heart of everything you do
- Assist with any Direct Marketing campaigns
- Ad-hoc and seasonal service marketing initiatives (e.g., winter health checks)
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What You’ll Have
- Previous customer service experience and an ability to deliver 5-star customer service on every occasion
- Experience within a contact center environment is desirable but not essential
- Excellent telephone manner & communication skills
- Initiative and a positive can-do attitude
- An ability to work well within a targeted environment and to remain organized even when under pressure
- Excellent communication and listening skills
Hours
Full-time role (39 hours per week) shift patterns between department opening hours of:
- Monday to Friday - 9am to 6pm
- Saturday rota basis (1 x ½ day per month)
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Rewards And Benefits
- Salary £25,776 per annum
- Opportunity to earn performance-related bonus between £1000-£1600 per year, dependant on CX role/skillset. Paid Quarterly.
- Discounts on all company products and services
- 30 days annual leave (inclusive of bank holidays)
- Instant membership to our dedicated Employee Assistance Programme
- Instant access to the Peoples Refer a Friend programme
- Instant access to Peoples Rewards with 1000s of online retail discounts available to every employee with no spending limits
At Peoples, we don’t just look at your CV. We want to know who you are, what your values are, and what your potential is. We are an inclusive employer, and we want everyone to feel that they can be their genuine self in work. Everyone is welcome, and inclusivity and respect are at the heart of our business.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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