Customer Experience Advisor

Lloyd Motor Group; York (York County); On-site; GBP 25,000 - 32,000; Full time

Job summary

Lloyd Motor Group is seeking a Customer Experience Advisor to join their team in York. This role involves overseeing customer calls for MOT, Service, and Vehicle Health Check, ensuring exceptional service delivery. Full training is provided, and the position offers a supportive culture with opportunities for growth.

Benefits

30 days holiday per year

Cycle to work scheme

Free flu jabs

Life Cover

Internal and manufacturer training opportunities

Qualifications

• Full training provided on customer bookings and upselling products.

Responsibilities

• Contact customers due for service, MOT, or vehicle updates.
• Promote Service Plans and Extended Warranties.
• Collaborate with colleagues to resolve customer complaints.

Skills

Customer Service

Communication

Job description

Lloyd Motor Group has a new and exciting opportunity for a Customer Experience Advisor to join our team.

This is an exciting time as we are forming a collaborative customer experience team based at Lloyd Jaguar Land Rover in York. The team will oversee all inbound and outbound calls to customers requiring an MOT, Service, or Vehicle Health Check.

After customer service training, we will equip you with the knowledge and skills to deliver first-class customer service on every call. Full training will be provided on customer bookings, upselling products, and using various software tools.

Salary: £25,500 basic with OTE £32,000

Hours: 40 hours per week

Location: Based at Lloyd Land Rover in York, covering the Lloyd Motor Group network.

Role responsibilities:

1. Utilise iLloyd and CRM@Retail to contact customers due for service, MOT, or vehicle updates, and check EVHC system for any outstanding deferred work for follow-up or clearance.
2. Understand customer needs to guide them towards suitable products or services.
3. Promote Service Plans and Extended Warranties to applicable and new customers as a retention tool.
4. Support the Service Manager and team to meet objectives.
5. Monitor work mix from bookings to achieve 20% Internal, 20% Warranty, and 60% Retail work.
6. Collaborate with colleagues across the dealership to investigate and resolve customer complaints.

Company Benefits:

• 30 days holiday per year (including Bank Holidays), plus an extra day off on your birthday.
• Cycle to work scheme.
• Free flu jabs.
• Life Cover.
• Internal and manufacturer training opportunities.

About Lloyd Motor Group:

Founded in 1976, Lloyd Motor Group is one of the UK's largest family-run car retailer groups, with 38 retailers across Northern England and Southern Scotland. We represent prestigious brands like BMW, MINI, Land Rover, BYD, Volvo, Kia, Volkswagen, Skoda, INEOS, Honda motorcycles, and BMW Motorrad. We pride ourselves on exceptional customer service delivered with professionalism and a personal touch. Join our passionate team and enjoy a supportive culture that values your contribution, invests in your development, and empowers you to grow while making a real difference.