Customer Experience Consultant

MSX International.; Bedford; On-site; GBP 35,000 - 36,000; Full time

Job summary

A leading automotive service provider in the UK is looking for a Customer Experience Champion to improve performance at dealer sites. This permanent role involves working with Ford’s programs to enhance dealer satisfaction and performance. The ideal candidate has significant automotive industry experience and strong analytical skills. The position offers a salary of £35,000, potential company car, healthcare scheme, and 25 days annual leave.

Benefits

Company car

Fuel card

25 days annual leave

Company pension

Cashback healthcare scheme

Life assurance

Car salary exchange scheme

Qualifications

• Dealer / Franchise experience (Sales or Service).
• Significant experience within the automotive industry.
• Experience within customer satisfaction programmes (advantageous).
• Experience having worked with a high-performance, collaborative, constructive peer group.
• Knowledge of how the dealer network operates.

Responsibilities

• Act as champion for Customer Experience in dealer facing role.
• Drive improvement with CVP Support Process through site visits and workshops.
• Run training sessions on delivering Mystery Shop feedback.
• Ensure improvement actions identified are maintained with Ford field teams.

Skills

Excellent analytical and written skills

Excellent communication skills

Excellent presentation skills

Excellent interpersonal skills

Proficient on Microsoft Office (Word, Excel, PowerPoint)

Excellent attention to detail

Excellent organisational and time management skills

Ability to work on own initiative and without supervision

Job description

Role Purpose

To act as champion for Customer Experience in a dealer facing role focusing on both sales and service activities.

Role Scope

Target dealers with poor Viewpoint / RFT scores / dealers on Customer View Point (CVP) Support

Develop action plans, using existing tools (CVP Website / Training to drive improvement at poor performing sites

Identify poor performers and provide written feedback to dealer management

Agree action plans and monitor progress

Drive improvement with the CVP Support Process by Site visits / Regional workshops / WebEx meetings

Leverage Mystery Shop programmes (Car & CV, Sales & Service, Physical Mystery Shops) to drive improvements in dealer performance through effective coaching

Run Dealer Group and Regional training sessions for Dealer and Field personnel on delivering Mystery Shop feedback; Identify and cascade best practice

Increase dealer satisfaction with Ford programmes, by successfully positioning Mystery Shopping as a training and development opportunity, rather than a disciplinary tool.

Attend and support Regional Training for Consecutive Fail Mystery Shop dealers

Leverage Marketing Programmes / Quality Standards

Ensure Ford field teams and dealers are trained to use the Customer Viewpoint Programme website

Work effectively with Ford Field teams to ensure improvement actions identified are maintained

Provide ad-hoc support i.e. reporting / analysis / training

Qualifications

Experience

• Dealer / Franchise experience (Sales or Service)
• Significant experience within the automotive industry
• Experience within customer satisfaction programmes (advantageous)
• Experience having worked with a high-performance, collaborative, constructive peer group

Knowledge

• Knowledge of how the dealer network operates

Skills

• Excellent analytical and written skills
• Excellent communication skills
• Excellent Presentation skills
• Excellent interpersonal skills
• Proficient on Microsoft Office (Word, Excel, PowerPoint)
• Excellent attention to detail
• Excellent organisational and time management skills
• Ability to work on own initiative and without supervision

Attributes

• Enthusiasm and professionalism against tight deadlines
• Enthusiastic, flexible and proactive
• Strong business acumen
• Customer focused
• Self-starter
• Drive and tenacity to make effective change
• People focused
• Passionate about making improvements
• Confident

Working Pattern and Location

40 Hours per week

Permanent

Monday-Friday

Location: ideally located in Hertfordshire, Essex or Cambridgeshire

Travel: Field based role with occasional overnight stays

Package

£35,000 per annum, after probation £36,000

Company car

Fuel Card

25 days annual leave entitlement (plus bank holidays)

Company contributory pension plan

Cashback healthcare scheme

Life Assurance

Car Salary Exchange Scheme

You can learn more about MSX International on our website : MSX International