Customer Loyalty Advisor
Volkswagen
- Stockport, Greater Manchester
- Permanent
- Full-time
- 33 days' annual leave, including bank holidays, rising with length of service. Holiday buying scheme also available
- Retail discounts that save you money every day
- Gym discounts, cash healthcare plans, and a cycle-to-work scheme
- Car discounts for new and used purchases and servicing
- Flexible pension scheme and Sharesave scheme to grow your savings
- Family-friendly policies that help you spend more time with the people that matter
- A wellbeing programme to support you and your family
- An internal colleague recognition system to celebrate achievements
- A community volunteering day
- Contact all required outbound finance customer leads at appropriate points during the life of their finance agreement.
- Follow Inchcape's compliant outbound call process with each customer lead, ensuring that we provide a professional and customer-focused experience for everyone.
- Support sales and customer retention objectives for all dealerships and divisions that are supported by the Loyalty Team
- Develop expert knowledge of customer retention database and the ability to build and manage bespoke campaigns
- Carry our additional 'relationship' calls at regular intervals in order to maintain loyalty and to support sales-based calls at a later stage
- Complete and adhere to all the required compliance and legislative requirements, e.g. FCA, Data Protection, Trading Standards, Motor Law training, in addition to all Inchcape and OEM training requirements and compliance protocols. Always treat customers fairly
- Update all required systems with agreed next steps following each customer contact, including retention and data management systems, ensuring accurate recording keeping of all activity to support reporting and analytics.
- Following each successful call resulting in an appointment, update the customer and dealer staff with agreed next steps, including time/date for appointment and main purpose for dealer visit e.g. vehicle of interest
- Ability to provide a first-class customer service with energy and enthusiasm
- A real team player who helps create an environment in which their team can thrive and perform
- Professional attitude
- Ability to be self-motivated and proactive with minimal supervision
- Act with honesty and integrity and never over-promise
- Ability to communicate well and put the customer’s best interest at heart