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Digital Response Team Advisor: Harwoods

Employer
Manor Royal Business District
Location
Remote Working
Salary
Competitive
Closing date
31 Mar 2023

View more

Sector
Retail
Function
Administration , Customer Service
Contract Type
Permanent
Hours
Full Time, Part Time

Job Details

Harwoods Logo

Digital Response Team Advisor

Harwoods Group is an automotive retailer representing prestigious car Brands - Aston Martin, Audi, Bentley, BMW Service, Jaguar and Land Rover, MAN, McLaren, and most recent addition, Volvo.  We have a total of 30 businesses providing sales, service and accident repair services across Sussex, Surrey, Kent and Hampshire.

 

Established since 1931, we are a successful and progressive third generation family owned business.  In 2020 our turnover was over £600m and we now employ over 1000 valued members of staff.  We rank #6 in the Sunday Times ‘Top Track 250’, which league tables the UK’s private companies with a turnover of <£650m and <5,000 staff. 

 

Our vision is to ‘create memorable experiences’.  In other words, we believe that our role is to ensure our valued customers are offered the best possible experience in their interactions with our company.  We feel it is equally important that our staff are well supported and can deliver these experiences working as one cohesive team.

 

With 98% of staff scoring positively when asked ‘I am fully committed to doing my best for the company”, we are a safe bet for a job and a career!

KEY RESPONSIBILITIES   

The Digital Response Team will be responsible for handling inbound customer enquiries via all our digital platforms, including live chat, our website, Facebook and third-party website leads including AutoTrader, CarWow and our OEM partners.   As always, our customers will be dealt with in an efficient, friendly and professional manner.  

 

  • Following the Company sales process 100% of the time, from enquiry through to handover to Sales Team and beyond.
  • Deliver exceptional customer follow-up and enquiry management to assist in the nurturing of ALL inbound Digital Leads before the successful handover to internal teams.
  • Deliver a 5-star, customer-focused service to all customers (internal and external) ensuring service standards, principles, policies and procedures are followed and maintained.
  • Deliver friendly, professional, helpful advice to customers and take ownership of queries.
  • Support other team members across all departments by helping to resolve non-specialist digital enquiries and emails first time preventing escalation.
  • Where specialist assistance is required, make sure the enquiry is handed over to the correct team member or department, offering comprehensive information regarding the enquiry before handing over and ensuring the enquiry is logged on our CRM System.
  • Ensure that ALL enquiries, messages and emails are sent to teams or individuals where appropriate.
  • Meet or exceed targets set in key performance areas in terms of enquiry handling, service levels and response times.
  • Build and maintain effective relationships with internal and external colleagues and stakeholders, in a spirit of mutual co-operation and trust to achieve collective strategic priorities.
  • Support the Marketing Team and other colleagues as required.
  • Deal with ALL Digital enquiries from start to finish in a professional, consultative manner. You will keep excellent records of your dialog with potential customers, storing the required information in our CRM.
  • Updating of customer records through the customer life cycle and Harwoods contact plan
  • Creating new accounts and events in salesforce
  • Updating records in Enquiry max / SalesForce in line with the salesperson’s updates and in line with manufacturer requirements
  • Updating Manufacturer data / leads to manufacturer requirements Work cross functionally to help improve and shape the customer experience journeys.

Desirable:

  • Experience of working in an automotive retailing environment would be advantageous but not essential.
  • Experience of working with Salesforce (CRM system)

Skills and experience required:

  • Strong passion and empathy for the customer
  • Understands enquiry management and lead generation
  • Excellent analytical skills, with the ability to piece together disparate data from a variety of sources and distil into actionable recommendations
  • Numeric & verbal reasoning
  • Have excellent verbal and written communication skills.
  • Customer experience management
  • Able to learn quickly and prepared to self-learn to solve problems
  • Forward thinking/planning
  • Strong communication and presentation skills
  • Comfortable working in a dynamic, fast paced environment
  • Understands digital retailing and the importance of online functionality
  • Experience of managing customer expectations with regard to delivering omni channel customer experiences
  • Using a wide range of technological platforms at home or at work beyond basic functions
  • To offer our customers a high level of service and maintain good customer satisfaction and retention
  • Ensure you are managing all relevant Digital leads efficiently and professionally
  • To respond to all online enquires in the expected time set by the management team
  • To maintain a work rate and level that falls in line with the company’s objectives
  • Previous track record of target achievement
  • Follow GDPR guidelines to ensure customer data is kept secure and processed in line with guidelines.
  • You will support the Marketing & CRM function, giving feedback on the effectiveness of their promotional activities.
  • To attend regular meetings reviewing both the team’s performance and your own against set KPIs.
  • Able to quickly build rapport and trust with everyone you meet.
  • IT literate with an excellent working knowledge of Microsoft Office and other business systems.
  • Operate with integrity and honesty in all you do.
  • Be a high achiever and goal orientated individual.
  • Always be looking for ways to evolve personally and as a team.
  • Driving Licence
  •  

Note: This is a remote working role, candidates will be provided with all equipment. Must be fully flexible with the ability to attend training in Crawley and attend meetings when required.

Company

Manor Royal Business District is the biggest business park of the Gatwick Diamond area and one of the south east's premier mixed activity employment hubs.

Enviable location and connections

Situated at the heart of the Gatwick Diamond on the Sussex and Surrey county borders, just two miles from London Gatwick Airport, a major motorway junction (M23 Junctoion 10) and two mainline railway stations (Gatwick Airport and Three Bridges), Manor Royal is a popular choice for a diverse range of occupiers including a host of blue chip global brands.

Manor Royal in numbers

  • One of the biggest business parks in the South East.
  • Covers an area of 539 acres – that’s over 300 football pitches.
  • 700 properties
  • 500 businesses
  • 30,000 people

Manor Royal more than a number

Since the formation of the Manor Royal Business Group (MRBG), an association of Manor Royal based business and firms, being on Manor Royal means being part of something. You’re never just a number.

Manor Royal makes sense

Scale, diversity, location and great connectivity with a property offer to match means Manor Royal based firms are never far away from their suppliers, customers and a talented workforce.

Pay us a visit

Visit www.manorroyal.org to find out more and to get in touch

 

Company info
Website
Mini-site
Manor Royal Business District
Location
7 Magellan Terrace (Ground Floor)
Gatwick Road
Crawley
West Sussex
RH10 9PJ
United Kingdom

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