JLR Contact Centre Advisor - Barretts Group Contact Centre

We are looking for a skilled and customer-focused individual who has an interest in the motor industry to join our dynamic Contact Centre team. You will be responsible for handling inbound calls related to vehicle enquiries, assist clients in scheduling appointments and provide accurate and comprehensive information about our products, services and warranty coverage. This will include some outbound calling to notify clients of recalls, MOT due dates and following up on campaigns, in association with the Jaguar Land Rover Brands.

We are looking for someone who can collaborate politely and professionally with other departments to ensure timely and effective resolutions for our clients with an exceptional telephone manner. Previous customer service experience and/or Call Centre and Motor Trade experience would be an advantage, although training will be given to the right candidate.

Job Description

Inbound call handling: Answer incoming calls within 4 rings. Listen actively to customer inquiries and provide accurate information regarding vehicle aftersales services, warranty coverage, and related matters.

Customer engagement: Build rapport with customers, understand their needs, and provide exceptional customer service to enhance their experience.

Service scheduling: Assist customers in scheduling service appointments based on their needs and availabilities while coordinating with the service teams to ensure efficient allocation of appointments.

Issue resolution: Identify and address customer issues and concerns in a timely and efficient manner.

Customer contact: Emails / voice messages actioned promptly, within the hour.

Product knowledge: Stay updated on the company’s products and services to provide accurate information.

GDPR: Follow our GDPR and Data protection policies and guidelines.

CRM utilisation: Update and maintain customer information accurately in the customer relationship management system.

Collaboration: Maintain good working relationships with other departments such as Aftersales and Sales

Other admin duties or similar tasks may be required at the request of Management. Always bring any concerns to the attention of your line manager

This is a full-time position of 42.5 hours per week.Monday to Friday 8:00am–17:30pm with a 1 hour lunch break & Saturdays on a rota (1 in 4 or 5) 8:30am-13:00pm.

Company Benefits

• 32 days annual holiday (includes 8 bank holiday days) pro-rata for part-time employees
• Welcome pack & company induction
• Discounted servicing & parts across the Group
• Annual staff social events
• Barretts Summer Ball (held every 2 years)
• State of art working environment
• Paperless environment, including electronic clocking, write ups and resources

About Barretts

In 2022, Barretts celebrated its 120th anniversary, as a family-owned & operated business. Barretts is one of the few family businesses to have held the Jaguar and Land Rover franchises since their inception, providing a unique, personal, and first-class customer service across Kent. We pride ourselves on customer service, and with over 100 years of experience, we know the level of service customers expect to receive from a trusted family dealership.Barretts combine traditional values of the past, with the cars of today..

Closing date for applications Friday 4^th October 2024.However, once we have sufficient applicants, we withhold the right to close job vacancies early.