This is a full time position, working Monday-Friday 8am-4.30pm & 9.30am-6pm (alternating weekly shifts).
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.
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
Discount gym membership
Vehicle purchase discount
Employee Advantage retail discounts with over 3000 retailers
Cycle to work scheme