Customer Experience Support - Oldbury

Motorpoint Ltd; West Midlands Combined Authority, Oldbury; On-site; Full time

Job summary

An established industry player is seeking a Sales Support professional to enhance customer experiences and ensure satisfaction. This role is vital in creating a welcoming atmosphere for customers, providing exceptional service over the phone and in person. You will manage various administrative tasks, handle customer inquiries, and collaborate with your team to meet service targets. With a focus on delivering joy and resolving issues, this position offers a chance to make a meaningful impact in a dynamic environment. Join a company that values its employees and fosters growth through various perks and development opportunities.

Benefits

Paid time off every month

28 days holiday plus additional days

Long service awards

Staff discount on cars

Discounts at retailers & restaurants

Cycle to work scheme

Pension plan

Healthcare

Enhanced Parental Leave

Employee Assistance Programme

Qualifications

• Passionate about delivering excellent customer service in any industry.
• Strong people skills and ability to handle customer issues effectively.

Responsibilities

• Deliver fantastic customer service mainly over the telephone and face-to-face.
• Manage administration processes and resolve customer issues efficiently.
• Work as part of a team to meet customer service targets.

Skills

Customer Service

Communication Skills

Organizational Skills

Empathy

Problem Resolution

Tools

CRM System

Job description

Who are we?

We are Motorpoint, the UK’s leading omnichannel car retailor of nearly new cars. We focus on providing our customers with unrivaled choice, quality, service and value in whatever way our customers want. Online? We deliver. In store? We deliver. At home? We deliver (we literally do).

You will be joining Motorpoint during a very exciting time, as we continue to expand across the UK. This means you will have the opportunity to positively impact, build and influence the growth of the company.

We believe that by creating a fantastic place to work for our colleagues, we will create the best possible experience for our customers, fuelling the growth of our amazing business and the careers and opportunities for our colleagues.

So if you want to work with an amazing group of people, who are fun, friendly and get stuff done and who bring our values to life – PROUD, HAPPY, HONEST, SUPPORTIVE – by working TOGETHER, then Motorpoint is the place to be and we are on a mission!

If you were to join us as Sales Support, here is what you want to know:

• Salary: £12.25 per hour + bonus
• Location: Oldbury
• Shift pattern: 5 days over 7, including weekends
• Hours: 40 per week
• Contract type: Permanent

* Due to the nature of the role we will require you to have a full UK driving licence*

Our Sales Support are key to our business. You will be the first and often last face our customers see during their buying experience, this means you can ensure our customers leave with a smile every time.

What will my day-to-day look like?

• Delivering fantastic customer service to ensure customers' needs are not just met but exceeded mainly over the telephone and also face-to-face.
• Managing a variety of administration processes such as pre and post-collection queries and issues, with the ability to record, handle and resolve customer issues with empathy and efficiency.
• Using our CRM system daily to create customer cases and ensuring actions are taken until the issue has been resolved.
• Qualifying customer needs on arrival at site, ensuring their queries are dealt with quickly and effectively by the relevant team member.
• Ensuring our customers have a great experience by contacting relevant parties internally to ensure enquiries and complaints are processed correctly.
• Working as part of a team to ensure customer service (NPS) targets are met every month.

What we’d like you to have:

A full UK driving licence is essential. You will also need to be really passionate about delivering a great service for our customers, this can be from any industry, whether you have worked in retail, hospitality or any other customer-facing role. We want people who are committed to great customer service and show strong people, communication and organisational skills whilst working and supporting their team with bags of enthusiasm.

Experience with resolution handling would be desirable.

What is in it for you?

• Paid time off every month to do something that makes you happy.
• 28 days holiday plus days off for your birthday, getting married or moving house.
• Additional holidays for length of service.
• Long service awards.
• Staff discount on cars and finance options.
• Discounts & cash back at hundreds of high street retailers & restaurants through our “My M.O.T” platform.
• Smart Tech in partnership with Currys.
• Cycle to work.
• Pension.
• Healthcare.
• Enhanced Parental Leave.
• Employee Assistance Programme (EAP).
• Vocational and personal development training courses.
• Quarterly team socials.
• Team feasts.
• Scratch card rewards.
• Sharesave scheme (SAYE).
• Plus much more!

We encourage applications from people of all backgrounds and would ask you to get in touch if you are concerned about any barriers you feel you may be facing in your application process with us, so we can ensure they are removed.