Customer Relations Advisor

Johnsons Cars Limited; Redditch; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Basic Salary £22,000

OTE £36,000

31 days holiday

Birthday off

Company pension scheme

Staff discounts

Benefits platform

Training & development

Career progression

Job summary

Johnsons Cars, part of Athenea Group, is hiring a Customer Response Team Advisor in Redditch to be the first point of contact for customers across our dealership network.

You will handle inbound enquiries via phone, live chat and emails, qualify sales opportunities and connect customers with the right dealership, while meeting SLAs and delivering a professional experience from the first interaction.

Qualifications

• Experience in customer service, contact centre or sales support.
• Strong communication skills both over the phone and in writing.
• Experience handling a high volume of customer enquiries.
• Professional and customer-focused approach.
• Excellent organisational and time-management skills.
• Ability to build rapport and identify customer needs.
• Accurate data entry and attention to detail.

Responsibilities

• Manage inbound sales enquiries from OEM partners and third-party platforms.
• Handle customer calls and support customers with their enquiries.
• Qualify leads and arrange appointments with the relevant dealership teams.
• Respond to customer emails and online enquiries promptly and professionally.
• Provide support through live chat channels.
• Follow up with customers to maximise sales opportunities.
• Maintain accurate customer records and updates within CRM systems.
• Work closely with dealership teams to ensure a smooth customer journey.
• Meet response time targets and service level agreements (SLAs).

Skills

Customer service

Communication skills

High volume handling

CRM usage

Organised & time management

Tools

CRM systems

Job description

We're looking for a Customer Response Team (CRT) Advisor to join our centralised Customer Response Team inRedditch and help deliver an outstanding experience to customers across our dealership network.

As the first point of contact for many of our customers, you'll manage inbound enquiries from a range of digital channels, helping customers with their questions, qualifying sales opportunities, and connecting them with the right dealership.

Working within a fast-paced environment, you'll play a key role in ensuring every enquiry is handled professionally, efficiently and in line with our service standards.

This is a fantastic opportunity for someone with strong customer service skills who enjoys speaking with customers and delivering great experiences.

About the Role

As a CRT Advisor, you'll be responsible for managing incoming customer enquiries and converting them into quality sales opportunities for our dealerships.

Your responsibilities will include:

• Managing inbound sales enquiries from OEM partners and third-party platforms.
• Handling customer calls and supporting customers with their enquiries.
• Qualifying leads and arranging appointments with the relevant dealership teams.
• Responding to customer emails and online enquiries promptly and professionally.
• Providing support through live chat channels.
• Following up with customers to maximise sales opportunities.
• Maintaining accurate customer records and updates within CRM systems.
• Working closely with dealership teams to ensure a smooth customer journey.
• Meeting response time targets and service level agreements (SLAs).

About You

We're looking for someone who is customer-focused, organised and confident communicating with people.

You'll ideally have:

• Previous experience in a customer service, contact centre, or sales support environment.
• Strong communication skills, both over the phone and in writing.
• Experience handling a high volume of customer enquiries.
• A professional and customer-focused approach.
• Excellent organisational and time-management skills.
• The ability to build rapport and identify customer needs.
• Good attention to detail and accurate data entry skills.
• Experience using CRM or lead management systems.
• A proactive attitude and willingness to learn.
• Automotive retail experience would be beneficial but is not essential.

What We Offer

At Johnsons Cars, part of Athenea Group, you'll have the opportunity to develop your career within a growing automotive group while helping deliver exceptional customer experiences.

We offer:

• Basic Salary is £22,000 however OTE are £36,000
• 31 days holiday, rising to 33 with service
• Birthday off – an extra paid day to celebrate
• Company pension scheme
• Staff discounts on vehicles, servicing, parts and labour
• Retail and lifestyle discounts via our benefits platform
• Industry-leading training and development
• Clear career progression opportunities

Join us and become part of a team that helps customers find the right vehicle while delivering a seamless and professional experience from their very first interaction.

The Company

Welcome to Johnsons Cars, we are one of the UKs biggest independent dealer groups with a nationwide presence spanning 58 sites across the country. Proudly representing 17 esteemed brands, we are dedicated to delivering exceptional service to our valued customers.

As well as our dealership network we also have a number of vehicle parts operations as well as our Fleet Services business. As an employer we embody a culture of continuous growth and success. by joining Johnsons cars you'll become part of a team that thrives of delivering exceptional service to our customers whilst providing a platform for your personal and professional growth. At Johnsons your career is as important as the outstanding service we provide to our customers.

The Benefits

• Life Assurance
• Company Pension Scheme
• Enhanced Holiday entitlement
• Staff Discounts
• Johnsons Benefits Platform

Johnsons Cars. All Rights Reserved
www.johnsonscars.co.uk
Reg Office: Johnsons Cars Limited Empire Court Redditch United Kingdom B97 4DA