Harwoods Group is an automotive retailer representing prestigious car Brands - Aston Martin, Audi, Bentley, BMW Service, Jaguar and Land Rover, MAN, McLaren, and most recent addition, Volvo.  We have a total of 30 businesses providing sales, service and accident repair services across Sussex, Surrey, Kent and Hampshire.

Established since 1931, we are a successful and progressive third generation family owned business.  In 2020 our turnover was over £600m and we now employ over 1000 valued members of staff.  We rank #6 in the Sunday Times ‘Top Track 250’, which league tables the UK’s private companies with a turnover of <£650m and <5,000 staff. 

Our vision is to ‘create memorable experiences’.  In other words, we believe that our role is to ensure our valued customers are offered the best possible experience in their interactions with our company.  We feel it is equally important that our staff are well supported and can deliver these experiences working as one cohesive team.

With 98% of staff scoring positively when asked ‘I am fully committed to doing my best for the company”, we are a safe bet for a job and a career!

JOB PURPOSE

The role of the Enquiry Executive is to:

• Handle all incoming sales enquiries, respond within agreed SLA’s and appoint qualified leads so the sales team can efficiently convert to sold units. 

Key Responsibilities

• To work full time from the enquiry hot desk
• To take all incoming sales enquiry calls, rapid leads, service leads and emails
• To ensure robust capture of all incoming leads onto SalesForce CRM system
• To demonstrate persistence with rapid lead follow up process with a daily contact for 6 days
• To qualify the customer in a scripted manner in line with brand criteria but with a personal touch
• To appoint customers where possible prior to handing qualified leads to the management team
• Each used car enquiry to be sent a CitNow video
• Ad hoc duties to include assisting GSM with enquiry reviews and lost sale analysis
• Work with colleagues and other teams across the business to deliver high standards of customer service
• Develop and maintain full product knowledge of relevant products, accessories, prices and key features – in essence to become the Subject Matter Expert (SME)
• Ensure all customer information, sales activities, vehicle documentation and other relevant information is kept accurately and comprehensively at all times

Skills & Requirements

Essential

• Proof of Right to Work in the UK
• Full UK driving licence
• Smart appearance
• Competency in numeracy, literacy and IT
• Knowledge of the used car market

Desirable

• Relevant manufacturer knowledge

Experience

Desirable

• Motor industry experience