Senior Aftersales Contact Advisor

Job Details

This is an unmissable opportunity to become an integral part of the Peter Cooper Motor Group, we are seeking a Senior Aftersales Contact Advisor to join our growing dynamic team.

Established in 1981, we are family business with a stellar reputation for providing exceptional customer service. We take pride in offering a diverse range of quality vehicles and automotive services. Joining this dynamic team means stepping into a fantastic work environment where everyone strives for excellence.

Experience an abundance of support through regular PETER reviews, showcasing our commitment to each team member’s success. The management team is dedicated to your success, fostering a workplace where you can flourish and contribute to the company’s continued growth.

Seize this chance to be a vital member of our team that aims for excellence in everything they do!

Objectives
· Assist the Manager in Organising, Planning, and Implementing Strategy
· Support Training for New and Existing Staff
· Maximise Service Department Profitability Through Best Practices
· Maintain a friendly and efficient customer interface for service work
· Leave every customer with a sense of efficient service and being valued
· Maintain and update customer personal and transaction records so they are useful to other retailer staff
· Provide a single point of contact and resolution for routine customer enquiries and concerns
· Maximise workshop bookings
· Adherence to the company policy handbook

Measures
· Call answering times
· Call resolution vs targets
· VQM / dealer audit
· Customer satisfaction (CEM)
· Total customer contacted
· CFA opportunity index
· Service & Loyalty plan sales
· Conversion scores
· Team efficiency

Key Tasks
1. Assist the Manager in Organising, Planning, and Implementing Strategy
· Generate daily reports to identify bookings created and missed opportunities.
· Support day-to-day operations within the contact centre.
· Oversee contact centre activities in the manager’s absence.
· Oversee eDynamix Service Plan operations.
· Ensure all employees comply with company policies and guidelines.

2. Support Training for New and Existing Staff
· Provide team training on new and existing products.
· Identify team strengths and areas for improvement, reporting insights to the manager.
· Monitor daily calls and provide constructive feedback.

3. Maximise Service Department Profitability Through Best Practices
· Promote best practices to enhance sales of service plans, extended warranties, and maintenance products across all customer interactions.
· Identify, document, and implement best practices.
· Improve team efficiency and overall productivity.

Objective: Maintain a friendly and efficient customer interface for service work
· Handle requests for service and maintenance enquiries in a timely manner
· Book routine service and repair jobs

Objective: Leave every customer with a sense of efficient service and being valued
· Use questioning and listening techniques to identify customer problems/queries
· Promote the retailer’s products and services
· Follow the retailer’s established processes for incoming and outgoing calls
· Proactively recommend efficiency and effectiveness improvements for The POLK team

Objective: Maintain and update customer personal and transaction records so they are useful to other retailer staff
· Keep customer and transaction records up to date and accurate
· Establish and record customer contact preferences

Objective: Provide a single point of contact and resolution for routine customer enquiries and concerns
· Use initiative to resolve customer enquiries effectively and efficiently
· Provide accurate information in a clear and professional manner
· Bring customer concerns to the attention of affected managers

Objective: Maximise workshop bookings
· Follow the retailer’s booking process
· Identify all work due, overdue and due in the near future for every vehicle and Sell the benefits for each service and product the retailer sells

What can we offer you?
· Fantastic team environment
· Competitive rates of pay
· Uncapped earning potentials
· Career development and progression opportunities
· Family run business where you will be a valued employee

Professional Demonstrate expert knowledge and skills
Excellence Be outstanding in all that we do
Trustworthy Be open, honest, decent and fair
Everyone working together for the benefit of our business
Respectful Treat others in the way that you expect to be treated