Customer Retention Apprentice, Pendragon - Annesley

Vision Apprentices

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  • Apprenticeships
  • Intermediate Apprenticeship
  • Customer Service

About the employer

The Pendragon PLC Group is leading the change in the automotive online retail sector and has a clear strategic plan in response to changing customer needs.

Our initiatives are focussed on growth in the following order of priority: used vehicles, aftersales and repair and new vehicle markets.

Our strategy in each of these growth areas is underpinned by strategic pillars which are: Choice, Value, Customer Service and Convenience and is supported by our ‘People’ foundation.

About the role

As a Retention Executive apprentice, you’ll need clear and up-to-date knowledge of your organization’s products and services and be able to communicate with all sorts of people.  Your journey through the apprenticeship will see you learn a varied number of applications but in all cases, you’ll be making sure that our customers are dealt with in a positive, reliable and professional manner.

There are 3 key skill areas in Retention so as an apprentice we will train and guide you through these 3 areas.

Stage 1- Reception calls

You will be the first point of contact and the liaison between Pendragon and our customers.  You will be able to identify customer needs, clarify information and provide solutions or alternatives, take ownership for effectively routing calls to appropriate resource.

Stage 2 – Amendment Calls

With everyday life being so busy we all make appointments and then realise you have double booked yourself so need to rearrange.  You will receive training so you will be able to efficiently help our customers amend/rearrange their booking to their new required date.

Stage 3 – Booking Calls

Again, you will be the first point of contact and the liaison between Pendragon and our customers who need to book their vehicles into our dealership for their MOT, Service or repair.  Not only will we train you to make their booking we will also train you in the skills needed to handle any objections and seize each opportunity to upsell additional products suitable to their vehicle

At the heart of this is keeping our customer satisfaction at the core of every decision and behavior.

Retention Executive Responsibilities Include:

  • Manage volumes of inbound calls in a timely manner
  • Identify customer needs, clarify information and provide solutions or alternatives
  • To handle any objections and convert the calls into bookings.
  • To be a flexible team player and be available to suit business hours.
  • Seize opportunities to upsell products
  • Build relationships and engage customers by going the extra mile
  • Update records in our database
  • Meet personal and team targets

The employer would like all applicants to know that for the first 9 months, your wage will be based on minimum wage for your age. For the purposes of this advert we have calculated on the minimum wage for a person under the age of 18. In the second 9 months, you will have the potential to earn bonuses.

Applicants will be required to attend an Assessment Centre with Vision Apprentices as part of the screening process.

The employer reserves the right to close this vacancy early should a suitable candidate be identified prior to the published closing date

The Person Specification -  

We are inviting enthusiastic individuals who are committed to learning new skills and knowledge with the appropriate experience, qualifications and personal qualities to apply for this exciting opportunity.

The employer would like applicants to be able to demonstrate the qualifications, skills, experience and attributes listed below to be considered.

Skills & Qualities

  • Want to be the best!
  • Customer Focused
  • Genuine interest in the sector
  • Confidence with speaking to new people and conversing with ease
  • Self-motivated & reliable
  • Smart professional appearance
  • Attention to detail
  • Organisational skills
  • Time management skills
  • GCSE Grades A to C or equivalent are essential, specifically Maths and English. 2017 grading system, grade 9 – grade 4

Vacancy Summary

Employer: Pendragon PLC

Location: Loxley House, 2 Oakwood Court, Little Oak Drive, Annesley, Nottingham. NG15 0DR

Framework/Standard: Customer Service Practitioner Level 2 standard

Duration: 12-18 months

Weekly wage: £168

Hours per week: 40 hours

Working pattern: Mon – Fri 40 hours between 08:00- 20:00 (some Saturdays)

Pay frequency: Monthly

Assisted Travel (will the employer be assisting this cost):  No

Application closed

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