Customer Experience Agent

Role

We are looking for an enthusiastic, dedicated and customer focussed person to join our Customer Experience Team as a Customer Experience Agent based in Falkirk. Our Customer Experience Centre is the main point of contact for all customers who contact Peoples Ford, and our key role is to make it easy and convenient for them to do business with us. We are a small but close-knit Team and because of this you can make a real impact on 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 Centre plays a vital role in handling all customer enquiries.

Responsibilities

Your role will be varied and will include:

• Delivery of excellent customer experience across every customer touchpoint including inbound and outbound calls.
• Upselling and promoting a range of products/services to our existing customers.
• Management of MOT and Service reminders and Service follow-up calls to ensure appointment targets are achieved.
• Promoting and booking ad-hoc and seasonal service marketing initiatives (e.g. winter health checks).

What you’ll have:

• Previous customer service experience and an ability to deliver 5-star customer service on every occasion.
• Ability to promote and upsell additional products/services is highly desirable.
• Experience within a contact centre environment is desirable.
• Excellent telephone manner, communication skills and organisational skills
• An ability to work well within a targeted environment.

Hours

Full time role (39 hours per week) on a rota basis to cover the Department opening hours of:

Monday to Friday- 8am to 6pm

Saturday - 8am to 5pm

Sunday- 11am to 5pm

Rewards and Benefits:

• Basic Salary £23,201 per annum with the opportunity to earn performance related bonus between £1000-£1600 per year, dependant on CX role/skillset. Paid Quarterly.
• Training and Development through the CX skills Development Strategy to progress to £26,039 plus bonus payments.
• Additional monthly uncapped bonus earnings for the upsell of products
• Discounts on all our company products and services. This includes offers which are exclusively available to Peoples and Ford employees across our best range of Ford vehicles. We also offer friends and family discounts
• Instant access to the Peoples Refer a Friend programme. Not only do you get paid for recommending a friend to work for us, but we will pay you if you recommend new customers too
• Instant access to Peoples Rewards with 1000s of online retail discounts available to every employee and no spending limits.
• 30 days annual leave
• Instant membership to our dedicated Employee Assistance Programme

At Peoples we don’t just look at your CV. We want to know who you are, what your values are and what your potential is. We are an inclusive employer and we want everyone to feel that they can be their genuine self in work. Everyone is welcome and inclusivity and respect are at the heart of our business.