Customer Experience Centre
Are you passionate about customer service? Looking for a new opportunity within a rapidly growing organisation?
Based across both Vertu House and the nearby Digital House in Team Valley, Gateshead, our Customer Experience Centre is made up of our in-house call centre and internet sales teams.
Call Centre
Our Call Centre is made up of several different teams, along with our central reception for our 155+ dealerships, as well as our in-bound and out-bound call centre teams.
By joining our customer experience centre, your opportunities are endless - do you have the drive to progress in your career? If yes, we will support you to go far. After six month's service our team leader training modules are on offer to any colleagues looking for more responsibility.
Fun fact! All our Customer Experience Centre Managers are homegrown!
Our Call Centre teams:
Central Reception
As a Customer Advisor within our Central Reception, you will be the first point of contact for many of our customers, acting as the virtual receptionist for our dealerships. As your experience and skills increase, so does your salary! With our support, you could work your way up the ranks within just six months - as long as you have the drive to do so.
Service Bookings
Our Bookings department is made up of out-bound and in-bound teams and are responsible for dealing with calls from our customers wanting to book their cars in for services, MOTs, repairs or recalls.
You will also upsell beneficial products and services that will enhance the customer's vehicle and help to maintain the general health of the vehicle, such as air-conditioning services and winter checks.
Service Plan Admin
Are you passionate about sales but want more flexibility in your life? Our Service Plan Admin team could have the opportunity for you!
As a member of our Service Plan Admin team, you will be responsible for calling our existing customers to encourage them to invest in a service plan so they can save on the cost of their future services and MOT�s. For this role you need a proven sales background and excellent communication and IT skills.
Parts Hub
As an Inbound Parts Advisor you'll act as first line support for our customers across the UK.
Our Parts Hub receives all inbound calls for our Parts Departments at the dealerships and your role as a Parts Advisor will be to act as first line support for our customers across the UK.
You'll identify the customer's needs and use manufacturer digital catalogues to locate and price the requirements. Then you'll liaise with our dealerships around England and Scotland to order the parts for the customer and complete the sale.
CSI - Customer Satisfaction Coordinator
The Customer Service Coordinator role is critical in providing an exceptional customer service.
You will be responsible for making outgoing calls to customers who have recently had their vehicle in to one of our dealerships for service, repair or maintenance work. The purpose of the call is to collect feedback from the customer on the level of customer service they experienced during their visit.
You'll often be the first point of contact for customers following their recent visit. Throughout this call you will be responsible for ensuring that Customer Satisfaction levels are outstanding.
Internet Sales
All customer prospecting comes in-house to our Internet Sales team through phone calls, our websites or via our dealerships. Within our Customer Experience centre, you will focus on the entire customer journey, covering everything from supplying our dealerships with customers to helping our customers find their perfect car, ensuring they receive the highest quality service always.
Our Internet Sales teams:
E-Commerce
Once a customer has placed an order online, our efficient E-Commerce team will take care of the request, making sure the process from online sale to dealership contact is as smooth as possible. You will achieve this by obtaining all relevant documentation from the customer, assisting with finance applications if they need it, and then passing the order to the dealership at the point of delivery/collection.
Concierge
A role best described as our personal shopper experience! Our Concierge team are on hand at any time to help with anything the customer needs relating to the purchase of their next car, whether it's a part exchange valuation, more information on a vehicle of interest, or using learnt expertise to help to find the perfect car for them in our wide range of stock. Our Concierge service is available through a variety of channels including phone, live chat and video call.
Click2Drive
Very similar to our Concierge team, but specialising in our online buying service Click2Drive, which you may have seen splashed across our W Series team�s cars this season! The Click2Drive team are here to help customers specifically with this online buying process - you will look after the customer�s needs up to point of order, where the E-Commerce team will take over from there. Again, this service is available via live chat, phone or video call.