Retail Team Leader
Pendragon Careers
Stratstone, GB
2d ago

BMW Hull are revolutionising the automotive industry by moving to a new retail concept.

Providing amazing customer service but all within a 40 hour week on a rota system. Higher basic pay, better work life balance all to deliver a better and happier customer and employee experience.

Role Purpose :

Reporting to the Head of Business, the Retail Team Leader (RTL) will be accountable for delivering a financial result by offering a first-

class experience for our customer. Responsible for the day to day leadership of a team of Customer Service Assistants who will be the first point of contact for customers, the RTL will ensure standards and expectations are consistently maintained and the customer’s experience is faultless.

The RTL will essentially look to close the deal’ with a customer when the customer is ready to commit to progress to a purchase.

The RTL will be trained to regulatory standards on all financial products and will be accountable in ensuring the customer is treated fairly.

The RTL will respond to customer enquiries from multi channels including those customers contacting the site via the website as well as proactively seeking opportunities to engage with customers promoting and marketing the product.

They will play a key role in the development and training of new Team Members onsite.

This is position is accountable for delivering great customer experience and great team member experience, you will do this by :

o Ensuring compliance with Customer experience journey and that customer satisfaction index returns are consistently above national average

o Managing the dealership enquiry diary and ensure all customers are contacted within agreed specified time scales in conjunction with the Retail Operations Team.

o Leading and developing a large customer experience team and appraise their performance weekly, ensuring they are compliant with all operational processes

o Ensuring all enquiries are dealt with promptly and within timescales agreed by the Head of Business

o Ensuring showroom standards are maintained to manufacturer standards without exception

o Dealing directly with customer issues / concerns where appropriate and escalating as required.

o Stacking and presenting finance deals to maximise profitability across the business

o Ensuring face to face contact with every live customer who enters the showroom where appropriate

o Completing all finance / invoice paperwork with customers and ensuring deal closure

o Ensuring deal closure rate remains at the level agreed by the Head of Business

o Ensuring showroom point of sale is up to date and compliant with manufacturer expectations

o Ensuring showroom models are relevant as per current retail marketing activity

o Completing showroom / site security checks as directed by the Head of Business

o Ensuring deal closure rate remains at the level agreed by the Head of Business

o Reviewing and presenting sales statistics back to Head of Business where required

o Notifying the relevant team of stock requirements

Our Retail Team Leaders are the back bone to the dealership, and insure that our customers and team members have a great experience at all times.

Therefore, we’re looking for the following attributes :

  • An ability to engage and communicate clearly. Delivering great results through team members
  • High level of passion and understanding of what great customer service looks like, and the ability to motivate and engage a team to deliver exceptional levels of service to the customer
  • Capability to present finance and insurance products that meet the customer requirements and support dealership standards and product targets
  • Drive to deliver against targets and standards to ensure
  • Desire to deal with and manage customer complaints, ensuring that problems are resolved in a timely manner
  • Commercial awareness, to ensure that deals are structured to support profit targets
  • Our Rewards :
  • Company car
  • Company car
  • Option to join our competitive pension scheme
  • Option to join a number of salary sacrifice scheme, including cars and childcare
  • Access to our 24 / 7 team member assistance programme
  • Generous holiday entitlement
  • New car purchase scheme across a wide variety of our manufacturers from BMW to Jaguar, many offers with zero deposit
  • Used car discounts
  • Aftersales discounts, including reduced MOTs and servicing
  • Discounts on a huge variety of offers, from holidays to mobiles phones to online shopping
  • Company car with some roles
  • Health and wellbeing benefits including private medical insurance

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