Customer Experience Executive

• Company car
• Staff meals out
• Cycle to work scheme Role: Customer Experience Executive

Job Type : Permanent

Salary : £25K Basic, OTE £37.5K Location: West London Supporting a team of new and used car sales consultants, you will take ownership for the fulfilment of all responsibilities relating to the customer and their new vehicle, following conclusion of the contract. Reporting into the Sales Manager, you will takeresponsibility for progressing the delivery arrangements for new vehicles via the in-house Preparation Centre, ensuring that cleared funds have been received, and that part-exchange vehicles are re-appraised and speedily entered into our clients used vehiclepreparation process. The highlight of the role is the handover of vehicles to customers, with the objective of creating a truly special occasion for the customer and cementing a lifelong relationship with the company.

Benefits :

• Company car

• Paid holiday

• Staff meals out

• Cycle to work scheme Role Overview:

• Comply with the FCA regulations and maintain regulated status in the advice, sale and administration of finance and general insurance products.

• Handover new and used vehicles, to represent the company in a professional manner and to achieve high levels of customer satisfaction.

• Check Ideal file and process all Orders which are ready for Admin.

• Meet and greet all customers that have ordered the car to be handed over.

• Make follow-up calls following POS and arrange appointments for handover.

• Maintain the handover diary.

• Present and demonstrate our products and services.

• Appraise and test drive the customer's part exchange vehicle at point of handover.

• Get all orders ready for handover.

• Ensure all documentation relating to the vehicle sale is completed

• Maintain regular contact with the customer until the vehicle is delivered.

• To finalise finance documentation activation 24 hours prior to delivery.

• Ensure vehicles are PDI'd, accessories fitted, valeted and tax is in place before delivery.

• Ensure vehicles are delivered at the agreed time and place.

• Ensure cleared funds are in place before a vehicle is released.

• Contact customer 48 hours after delivery.

• Attend regular training courses.

• Attend morning team meetings and report on handover activity.

• Attend dealer promotions and launches.

• Carry out other duties to assist other team members across all departments. Skills and Requirements:

• Communicate with customers in a professional and friendly manner.

• Achieve high levels of customer care through timely response to customer requests, regular communication and the fulfilment of commitments made.

• Maintain an up-to-date knowledge of franchise and competitor products.

• Identify the difference between each type of prospect and handle each prospect in the most effective and efficient way.

• Complete all tasks in an accurate and timely manner.

• Maintain the company vehicle in line with retail presentation standards.

• Ensure payment for vehicles is received in accordance with company policy.

• Comply with company and manufacturer procedures, policy, and standards.

• Be a supportive and enthusiastic team member.

• Maintain a high standard of personal presentation.