Our Customer Experience Team are at the heart of supporting and making our customer’s journey as great as it can be. The team are based in our Falkirk Dealership and deal with a wide and varied range of customer calls and queries for the entire Group. The team are vital in ensuring consistency and excellence in every customer journey from start to finish.
The team are very close-knit and because of this you can make a real impact to our customer journey – you are not just a number with Peoples! We pride ourselves on putting the customer at the heart of everything we do and our Customer Experience Executives play a vital role in dealing with all inbound and outbound telephone enquiries as well as all of our digital enquiries. Our customer calls can vary from Sales enquiries to Aftersales bookings and can switch to assisting with Marketing campaigns to the upselling of products and services and the follow-up calls to our customers to make sure they are 100% happy. In addition to calls, our digital platforms are growing, so dealing with LiveChat queries, emails, WhatsApp and Facebook messages can all fall into a typical days work.
Tell us a little bit about yourself, who you are, what you enjoy doing out of work
I am 22 years-old, originally from Lancashire. I moved up to Scotland in 2020, to study for my Masters, and decided to settle here. I love reading and hiking; I think the hills are partly the reason on why I decided to settle in Scotland!
How has your journey been so far with Peoples?
It has been informative – as silly as it sounds, I did not realise that there was a team behind the showroom. I always assumed the sales executives did everything as they are always the face of the business!
What are you most looking forward to in your new role?
Learning about all the digitals communication channels that Peoples Ford have, and getting to know my team more.
Why did you decide to join Peoples Ford?
I had never worked in the motor industry before and seen this as an opportunity to branch out and expand my knowledge in another sector. I was previously in a large scale contact centre role with 1000s of staff and sometimes you would feel like just a number, however at Peoples Ford their customer experience team was a lot smaller and I knew that I would be able to have a greater impact on the customer journey by being able to share my ideas and past experiences. After being introduced to the team I straight away knew I had made the right decision in joining Peoples Ford.
What does your role involve?
My role involves leading a team of customer experience advisors to deliver outstanding customer service via Inbound, Outbound & Digital channels.
What do you enjoy most about your role?
I enjoy that everyone in our team shares the same view on customer experience, everyone is working towards the same goal and we all help each other out. It’s another benefit of working as part of a smaller scale CX centre.
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