Lipscomb Cars is a privately owned multi-franchise automotive business operating Volvo, Alfa Romeo, Jeep, Fiat & Abarth, with dealerships based in Ashford, Canterbury & Maidstone.

The company pride themselves on having built an enviable reputation for customer service and retention leading to a loyal customer base. Due to growth within the business, we are now looking to strengthen our aftersales contact strategy with a new in-house contact centre and are looking for an enthusiastic and committed individual to join this exciting new venture.

Based at our state of the art Maidstone dealership in Aylesford, your role will be to lead the contact centre team to provide a level of high quality customer service whilst maximising sales potential by managing the outbound and inbound calls. In addition to being set your own business generation targets by contacting potential and current customers for routine service, maintenance and repair, you will also be responsible for overseeing, motivating and monitoring the performance of the team.

The role will require good communication and multi-tasking skills and the ability to be comfortable in taking inbound and making outbound calls, whilst at the same time motivating and monitoring the team’s performance. You need to be a self-driven and motivated individual that will strive on achieving targets set, as you will play a crucial role in the businesses aftersales customer retention. Experience in supervising or managing a contact centre is essential.

Duties will include:

• Contact customer and prospects by telephone
• Take booking by obtaining and verifying information
• Maintain database and contact call logs
• Provide product/service information by answering questions and offering assistance
• Identify and overcome objections
• Ensure customer awareness of all products and services available
• Professionally sell additional products, services and repair work as appropriate to customers’ needs
• Promote and prospect the business as directed with confidence and commitment
• Manage targeted numbers of outbound calls in a timely manage to secure bookings
• Meet personal/team qualitative and quantitative targets
• Supervise the Call Centre Team and give active feedback
• Feedback on a weekly basis to the specific manufacturers using specific reporting software
• Processing daily/weekly email and postal communications to database.


Skills and experience required:

Essential:
- 12 months experience in a contact centre/sales environment
- Experience in motivating and monitoring a team
- Strong organisational and prioritisation skills
- Excellent phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices, database management
- Customer focus and adaptability to different personality types
- Confident and effective communication skills
- Ability to gain commitment to appointment bookings and upsell products when they arise
- Positive attitude with leadership and motivational skills
- Ability to work in a pressurised environment to achieve results
- Able to work to set targets and objectives for the business
- Proficient in relevant computer applications and call centre systems

Desirable:
Knowledge of motor trade with knowledge of Pinewood Pinnacle DMS.

In return we offer excellent career opportunities, manufacturer and in-house training, 20 day’s holiday rising to 25 days long service, company contributory pension scheme, staff and family discount scheme.

Working Hours: 8.30am to 5.30pm Monday to Friday