Peoples Ford
Customer Retention Agent
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Customer Retention Agent at Peoples Automotive Group – Falkirk
Role
We are looking for an enthusiastic, confident and target-driven individual to join our Customer Experience Team as a Customer Retention Agent based in Falkirk. As part of our small, close-knit team, you'll have the opportunity to make a real impact on both our customers' experience and our business success – at Peoples, you're never just a number. We pride ourselves on building lasting relationships with our customers, and our Customer Retention Agents play a key role in engaging with customers through outbound calls, identifying upsell opportunities, retaining existing customers, and promoting the products and services that best meet their needs. If you enjoy speaking to people, achieving targets, and delivering outstanding customer service, we'd love to hear from you.
Responsibilities
Your role will be varied and will include:
- Making outbound calls to customers in a professional, friendly, and engaging manner, delivering an exceptional customer experience.
- Building rapport with customers and identifying opportunities to promote and upsell additional products and services that meet their needs.
- Conducting post-visit follow-up calls to strengthen customer relationships, encourage repeat business, and maximise retention opportunities.
- Supporting the delivery of direct marketing campaigns and targeted sales initiatives to generate customer engagement and appointments to drive business growth.
- Working towards individual and team sales and performance targets while maintaining a customer-first approach in every interaction.
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What You’ll Have
- Previous experience in a sales through service environment, with a passion for delivering excellent customer experiences. Experience within a contact centre environment is desirable but not essential.
- A confident and engaging telephone manner, with the ability to build rapport and influence customers naturally.
- A positive, self-motivated attitude and a drive to achieve individual and team sales targets.
- The ability to identify customer needs and confidently recommend products and services that provide genuine value.
- A team player who enjoys working collaboratively while taking ownership of their own performance and results.
Hours
Full time role (39 hours per week) on a rota basis to cover the Department opening hours of:
- Monday to Friday - 9am to 6pm
- Saturday rota basis (1 per month - 10am to 2pm)
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Rewards And Benefits
- Salary £25,776 per annum
- You will have the opportunity to earn £250 per quarter based on performance-related bonus as well as an additional uncapped bonus available for upsell products.
- Discounts on all our company products and services. This includes offers which are exclusively available to Peoples and Ford employees across our best range of Ford vehicles. We also offer friends and family discounts.
- 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. Not only do you get paid for recommending a friend to work for us, but we will pay you if you recommend new customers too.
- Instant access to Peoples Rewards with 1000s of online retail discounts available to every employee and 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.
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