Customer Champion
Inchcape
Hebburn, England
17d ago

This is a full time position, working Monday-Friday 8am-4.30pm & 9.30am-6pm (alternating weekly shifts).

Company Overview

We believe that every individual in every role in our business contributes to delivering Inchcape’s mission to be the world’s most trusted automotive distributor & retailer.

Purpose of the Role

The Customer Champion is responsible for facilitating and improving our on line reputation across the Brands that we represent.

Inchcape prides itself on its star rating and ability to acknowledge and respond to all customer reviews in a timely manner.

The Customer Champion deals with the customer complaints addressed to Chief Executive’s office and responds to all Social Media reviews, complaints and questions on line and from the OEM.

Responsibilities

  • The Customer Champion deals with the customer complaints addressed to the Chief Executive’s office
  • The Customer Champion acknowledges and responds to all Social Media reviews, complaints and questions on line and from the OEM.
  • The Customer Champion is impartial and accountable for liaising between the Dealerships and the Customer to bring all issues to a satisfactory resolution for both parties thus protecting our reputation.
  • The Customer Champion will analyse our complaints and trends and formulate a plan for remedial action to share best practice for improvement
  • Core Skills and Experience Required

  • Multi Brand product knowledge and individual Brand standard awareness - preferable however this can be trained
  • Communication Skills ability to articulate well both verbal and written at all levels in the business
  • Customer Service a customer centric approach to all interactions with the goal to delight the customer and encourage a 5star review
  • Listening Skills to be able to listen to a problem and summarise what has happened and what actions are required to resolve a situation to the satisfaction of all parties
  • Decision making to review a situation or interaction and have the confidence to make suggestions as to the way forward and implement them
  • Negotiation Skills to facilitate a satisfactory conclusion to a situation that improves the customer experience and protects the reputation of Inchcape and the Brand
  • Case Management to be able to deal with all cases ongoing through a variety of channels multi-tasking and re prioritising ongoing
  • Willing to work retail-centric hours which will include weekends
  • Experience of working in a team
  • Inchcape Colleague Benefits

  • 22 days holiday, rising to 25 after 5 years
  • Company pension scheme
  • Life assurance
  • Discount gym membership
  • Vehicle purchase discount
  • Employee Advantage retail discounts with over 3000 retailers
  • Cycle to work scheme
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