Aftersales Data & Recall Advisor

Stoneacre; England; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Industry leading competitive salary

Flexible working patterns

Training and development programmes

Career progression opportunities

Contributory workplace pension scheme

Long service reward

Customer introduced reward

Employee discounts

Discounts on retailers, restaurants,,H

Wellness programme

Free onsite parking

Job summary

Stoneacre is seeking an Aftersales Data & Recall Advisor to join our Head Office team. The role focuses on coordinating recall activities, producing detailed reports, and cleansing the CRM database while delivering strong customer service.

You’ll work with colleagues to review processes, ensure best practice, and provide accurate reporting to senior management. Training will be provided to support your development within the motor trade.

Qualifications

• GCSE ICT, Maths and English or equivalent.
• Computer literate, especially Microsoft Office / Excel.
• We want you to love what you do – The rest will come naturally.

Responsibilities

• Communicating with customers on a daily basis regarding outstanding recalls and making the required arrangements for these to be carried out ensuring the customers safety (minimum 3 days a week on the phone).
• Produce detailed reporting using manufacturer-based system and communicate findings to the senior management.
• Carry out data cleansing task to ensure our customer CRM database is accurate and effective.
• Working with colleagues to carry out detailed accurate reviews on our increasing site based to ensure best practice is adhered and produce accurate reporting for the senior management team/directors which allows improve customer satisfaction.
• Following up customers after their visit to ensure the highest customer service was delivered.
• Daily downloading of Customer Service Index from various car manufacturers’ websites regarding Stoneacre performance / customer feedback and surveys.
• Importing information and producing Excel spreadsheets for analysis.
• Distribute reports to Branch Managers, Regional Managers and Directors.
• Responsible for the 'Motability' contract, downloading / collating and importing statistics.
• Training provided to audit branch procedures and processes to improve customer satisfaction.

Skills

Communication

Customer focus

Analytical ability

Effective control

Relationship building

Technical ability

Brand alignment

Education

GCSE ICT, Maths & English

Tools

Excel

Job description

About the role…

We currently have an opportunity in our modern and ever-expanding Head Office and are looking for candidates that are wanting to join the Stoneacre Family.

The ideal candidate will be looking to enhance their career opportunities whilst we continue to grow over the next 5 years. Full training is given and it is not a requirement to have knowledge of cars.

The position is to work in our established team in our aftersales department and would ideally suit a candidate that’s is wanting to learn about the motor trade whilst gaining the transferable skills required to build a strong career with Stoneacre. All whilst contributing towards making Stoneacre the Number One Motor Group.

Do we have your interest…?

We are big enough to matter but small enough to care. Being a family business it’s great to mix personally with Directors as well as fellow employees as we put ‘people’ ahead in our business. Come and join us and enjoy…

• Industry leading competitive salary
• A flexible approach to working patterns
• A range of training and development programmes
• Industry leading career progression opportunities
• Contributory workplace pension scheme
• Long service reward
• Customer introduced reward
• Employee discounts
• Access to discounts on retailers, restaurants, holidays and much more
• Wellness programme
• Free onsite parking

An average day as an Aftersales Data & Recall Advisor…

• Communicating with customers on a daily basis regarding outstanding recalls and making the required arrangements for these to be carried out ensuring the customers safety (minimum 3 days a week on the phone)
• Produce detailed reporting using manufacturer-based system and communicate findings to the senior management
• Carry out data cleansing task to ensure our customer CRM database is accurate and effective
• Working with colleagues to carry out detailed accurate reviews on our increasing site based to ensure best practice is adhered and produce accurate reporting for the senior management team/directors which allows improve customer satisfaction
• Following up customers after their visit to ensure the highest customer service was delivered.
• Daily downloading of Customer Service Index from various car manufacturers’ websites regarding Stoneacre performance / customer feedback and surveys.
• Importing information and producing Excel spreadsheets for analysis.
• Distribute reports to Branch Managers, Regional Managers and Directors.
• Responsible for the 'Motability' contract, downloading / collating and importing statistics.
• Training provided to audit branch procedures and processes to improve customer satisfaction.

Key Competencies…

Communication

Communicates clearly and concisely, both orally and in writing, with customers, colleagues and suppliers of all levels. Actively listens to others views and requests. Obtains information and checks level of understanding through effective questioning techniques.

Customer Focus

Able to interact with customers in a professional manner. Identifies and understands customer requirements, and how these can be met through the products and services that are offered through the dealer. Able to translate this into actions to deliver high levels of customer satisfaction.

Analytical Ability

Gathers and records verbal and numerical data in a comprehensive and effective manner. Analyses information for completeness and accuracy. Identifies key data, omissions and issues, escalating where necessary.

Effective Control

Approaches tasks and interactions with others in a systematic and structured manner. Supports the implementation and maintenance of proper controls and processes within the department or function. Uses systems efficiently and in accordance with policy. Takes appropriate action where there have been lapses in processes and escalates where necessary.

Relationship Building

Develops productive and cooperative relationships with customers and colleagues, using rapport building techniques, empathy and effective interpersonal skills. Approaches sensitive situations with consideration for others and works to achieve constructive outcomes.

Technical Ability

Demonstrates and maintains an appropriate level of technical expertise for a data analyst in the motor industry.

Brand Alignment

Aligned to the Stoneacre brand values and demonstrates these in their behaviours and approach to people and tasks. Displays honesty and integrity in everything they do.

About you…

• GCSE ICT, Math’s and English or equivalent.
• Computer literate, especially Microsoft Office / Excel.
• We want you to love what you do – The rest will come naturally.

“Stoneacre Motor Group are an Equal Opportunity employer committed to diversity in the workplace. We pride ourselves on creating an inclusive work environment where our employees can thrive by being themselves."