Contact Centre Executive

Harwoods Group is an automotive retailer representing prestigious car Brands - Aston Martin, Audi, Bentley, BMW Service, Jaguar and Land Rover, McLaren, MAN, Volvo and the most recent addition, INEOS.  We have over 25 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 2022 our turnover was over £600m and we now employ over 1000 valued members of staff. 

Our vision is ‘Powering Family Adventure’.  In other words, our brands, systems and people help power our customers adventures ensuring they feel both part of our family business and our company values.

81% of our employees responded to our engagement survey in 2022 with an increased engagement score of 9% on the previous survey, we are a safe bet for a job and a career!

Job Purpose

The role of the Contact Centre Executive is to:

• Make outbound calls of a sales nature and receive inbound enquiries on behalf of our retailers.

Policies

All Harwoods employees are expected to comply with/adhere to all Harwoods policies and procedures and any additional manufacturer requirements relevant to their role.

Person Specification

Essential

• Proof of Right to Work in the UK.  

Experience

Desirable

• Call centre/vehicle service department experience.

Skills & Knowledge

Essential

• Smart appearance.
• Competency in numeracy, literacy and IT.
• Excellent telephone manner.
• Resilience.

Desirable

• Understanding of basic vehicle design and function.

Competencies

Harwoods has 5 key competencies which describe the behaviours expected of all employees.  For this role we are looking for applicants who can demonstrate all of the competencies below at the level described, as per the attached competency framework.

Delivering Memorable Customer Service

Provides customer service which creates ‘memorable experiences’ through meeting and exceeding customer expectations.

Level:

Team Member

High Performing Teams

Supports others to continuously improve performance. Seeks feedback on own performance, takes responsibility for own development & demonstrates Harwoods values.

Commercial and Operational Excellence

Understands the drivers of business performance and uses them to optimise commercial opportunities. Plans and manages processes, resources workflows efficiently.

Innovation & Improvement

Demonstrates openness to change and improvement. Proactively looks for more effective ways of doing things.

Brand Aligned

Knowledgeable of, aligned to and ambassador for the brand and adheres to brand standards.

Key Responsibilities

• Manage outbound/inbound calls promptly, efficiently and professionally.  The nature of these calls will include:
• Service, MOT, repair and maintenance bookings for customer vehicles.
• Price enquiries.
• General enquiries relating to vehicles and repair histories.
• VHC follow-up calls.
• Customer service enquiries and complaints.
• Telemarking campaigns.
• Accurately record and communicate customer work instructions and seek out opportunities to sell and appropriately advise customers of further services offered by the Group.
• Participate in projects as and when required or as directed by management.
• Enhance the relationship between customers and each brand/department within the business.
• Maintain and update the company database as necessary to ensure high levels of quality/accurate data capture.