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Customer Contact Executive

Role & Purpose

The CCC Executive is a member of the Contact Centre Team and will report in to the Contact Centre General Manager. The CCC Executive will be an active participant in delivering the booking and sales targets as well as supporting the CCC with Ad-hoc tasks which supports the Group with its goals and aspirations.

At Snows…

We focus on delivering exceptional customer experience as this is at the heart of our business and we ensure that this level of service is applied to both our internal and external customers.


Responsibilities

Promote and maintain positive people relations across the Group.

Deliver to key performance targets regarding making Customer bookings and upselling of key products to help the business hit sales targets.

Required to answer Inbound and make outbound calls relating to Booking reminders and securing new business into the company.

Offer support and advice to CCC Executives, practices and how to apply them.

Deal effectively & efficiently with CCC issues including customer complaints and resolution.

Adhering to Quality metrics for making high quality bookings and providing the best in customer service to our dealerships and their customers.

Confidently make responsible decisions.

Carry out project work as and when required.

Travel to dealerships within the Group to provide both proactive support and help with any training issues required for the CCC team.

Comply with all of Snows policies and procedures.


Skills & Competencies

Able to plan, organise self and meet agreed work deadlines.

Good listener with the ability to advise and support our team within the CCC.

Able to assimilate information quickly and provide considered responses.

Strong work ethic and adaptable to change.

Attention to detail and maintains good, accurate quality of work.

Ability to work to tight deadlines to achieve the business needs.

Able to react positively to organisational and market changes.

Good analytical, problem solving and planning skills.

Able to research a subject and find an appropriate solution.


Essential & Desirable Skills & Qualifications

Essential:

Minimum of 2 years’ experience within the Telephony based role

Fluent in written and spoken English.

PC, Microsoft, web literate.

Full, clean driving licence.

Desirable:

Experience in leading by example and assisting colleagues in past roles

Exposure to Up-selling

Delivery of targets in a previous role


Working hours applicable to this role are:

Monday to Friday 8am - 8pm with an hour lunch (40 hours per week)

Saturday 9am - 1pm (on a rota)


In return you will be entitled to:

  • Highly competitive salary and bonus scheme.
  • Full training and support to help you immerse yourself in the role and Snows values.
  • 30 days holiday, inc. Bank holidays plus additional holiday entitlement as recognition of length of service with Snows at 5,10,15, 20, 25, 30 years anniversary. (Pro rata for part time employees).
  • Discounted MOTs, Service & Parts.
  • Recommend a Friend Bonus/ Introducing a Customer Bonus.
  • Life Assurance Benefit.
  • Snows Contributory Pension Scheme.
  • Specsavers Vouchers.
  • BEN – Employee Assistance Programme.
  • Excellent development opportunities to learn & grow with Snows.
  • Role dependant – tool box insurance /company car scheme/ Uncapped earnings potential through commission or bonus structures.


We regret that due to volume, only shortlisted applicants will be contacted. If you do not hear from us within 2 weeks of the close date please assume you have been unsuccessful on this occasion.

** Important Consent Note ** By clicking the “Submit Application” button, you are expressly giving your consent to us sharing your CV within Snows. This is for the purpose that other roles within the Group may be suitable for you. As a result you are giving your consent to receive email contact from Snows for the purpose of discussing available roles with you. Snows will not use your details for any other purpose or share your details with any third parties outside of the Group. If you do not give your explicit consent for the reasons stated above please do not click the “Submit Application” button

Ref: cce-sth

Location Toyota Hedge End
Salary Competitive Salary, Bonus Structure
Closing Date 07/12/2020

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