Customer Contact Specialist

About the opportunity

We are recruiting for a Customer Contact Specialist to join the P J Nicholls division working at our dealership in Evesham. You will need to have at least 12 months experience working in the automotive sector and be able to hit the ground running. In return, we are offering excellent rates of pay for the right candidate. The hours of work will be Monday to Friday 08:30 to 17:30.

As a Customer Contact Specialist you will be handling all customer calls through various communication channels such as phone, email, chat and social media and be the first point of contact for our dealership, providing a warm and professional welcome to all callers. You will play a crucial role in managing incoming telephone calls, ensuring they are directed to the appropriate sales or service departments efficiently. Additionally, you will be responsible for reaching out to customers to schedule vehicles services, MOTs and repairs as well as following up with lapsed customers to re-engage them with our services.

Key Responsibilities:

• Handling a high volume of inbound and outbound telephone calls promptly and courteously, providing information on vehicles, services and dealership offerings.
• Identifying customer needs, resolving queries and providing solutions in a friendly and professional manner.
• Contacting customers to book their vehicles in for service, MOT and repairs.
• Reach out to lapsed customers to encourage them to schedule service appointments or enquire about their vehicle needs.
• Diffusing customer complaints with conflict resolution skills.
• Building positive relationships through excellent customer service.
• Maintain accurate and up-to-date records of customer interactions and information using the call centre database.
• Assist with administrative tasks related to customer sales, bookings and service schedules.
• Collaboration with sales and service departments to propose customer retention solutions.

Skills required:

• Excellent communication and listening skills, confident and clear when speaking to customers.
• Previous experience in a contact centre environment or relevant transferable customer service skills, ideally with experience dealing with high volume work.
• Ability to multitask and manage time effectively.
• Experience within the automotive industry.
• Good interpersonal skills to be able to deal with people at all levels.
• Strong organisational skills and attention to detail.
• Proficient in using computer systems and software related to customer management.

You will be highly motivated, presentable and organised and bring a desire for achieving the very best levels of customer service that P.J. Nicholls Ltd. prides itself upon delivering. Attention to detail, diligence and adherence to an exceptional level of customer service are all key qualities that we are looking for.

Hours:

• Monday to Friday 08:30 - 17:30.

Salary:

• Competitive salary, negotiable depending on experience.

It’s Your Career!

As part of our team we offer the following benefits :

• Training, training and training!
• 22 Days holiday allowance plus 8 public holidays - 30 days in total. Additional days are available for long service.
• Pension scheme.
• Staff discount on vehicle servicing, parts and MOT's.
• Staff discount on vehicle purchases – both new and used.
• Referral scheme.
• 3p per litre fuel discount for you and one other.
• 20% Spar/Nisa Store discount.

Why Choose P J Nicholls Ltd?

We are a family owned and run business established in 1984. We started in Pershore and have since expanded to sites in Tewkesbury, Evesham, Malvern and Ledbury. We are proud to represent the following global brands locally : Ford, KGM, Goodyear Dunlop, Gulf Oil, Spar and Nisa. The customer is at the heart of everything we do and our original strapline of, “The Name That Means Service” still rings true today with 1000s of customers’ vehicles being looked after every single month.

If you’d like to join a fantastic team, advance your career and feel proud of the work you will be doing then please email your application to Liz Barr - lbarr@pjnicholls.com.