At a Glance
- Tasks: Engage with customers to boost retention and generate service bookings.
- Company: Join a dynamic dealership focused on customer relationships and satisfaction.
- Benefits: Performance-based incentives, commission opportunities, and a supportive team environment.
- Other info: Exciting career growth potential in the automotive industry.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 25000 - 30000 £ per year.
The Customer Retention Specialist plays a vital role in maintaining and strengthening relationships with our existing customer base. The primary objective of this role is to maximise customer retention across both our Sales and Aftersales departments by proactively engaging with customers, identifying opportunities, and generating appointments that lead to increased service bookings, MOTs, vehicle upgrades and long‑term customer loyalty.
Key Responsibilities
- Aftersales Retention
- Proactively contact existing customers using our CRM database to:
- Book vehicle services.
- Book MOT appointments.
- Promote manufacturer service plans and seasonal offers where appropriate.
- Re‑engage customers who have not visited the dealership recently.
- Encourage customers to continue servicing their vehicles within our dealership.
- Ensure customer records and contact details are kept accurate and up to date.
- Follow up missed appointments where appropriate.
- Sales Opportunity Generation
- Contact prospective customers who have submitted enquiries via our website, manufacturer websites or other digital platforms.
- Qualify customer interest through friendly, professional conversations.
- Arrange appointments for interested customers with the Sales Team.
- Contact previous vehicle purchasers to discuss:
- Potential vehicle upgrades.
- End‑of‑finance opportunities.
- New model launches.
- Manufacturer offers and promotions.
- Maintain regular contact with customers approaching replacement cycles.
- CRM Management
- Effectively utilise the dealership CRM system to:
- Manage customer follow‑up activity.
- Record conversations and outcomes.
- Schedule future contact.
- Maintain accurate customer information.
- Ensure all customer interactions are recorded in accordance with dealership processes.
- Customer Experience
- Deliver a professional, friendly and personalised experience on every customer interaction.
- Build long‑term customer relationships that encourage repeat business.
- Act as an ambassador for the dealership and the MG brand.
- Resolve basic customer queries or direct them to the appropriate department.
Performance Measures (KPIs)
- Service appointments booked.
- MOT appointments booked.
- Workshop retention rate.
- Sales appointments generated.
- Qualified sales leads passed to Sales Executives.
- Vehicle sales resulting from generated opportunities.
- Customer contact activity.
- CRM completion and data quality.
- Customer satisfaction.
Skills & Experience (Essential)
- Excellent communication and telephone skills.
- Friendly, confident and professional manner.
- Strong organisational skills.
- Good IT literacy.
- Ability to build rapport quickly.
- Self‑motivated with excellent time management.
- Positive and resilient attitude.
Desirable But Not Essential
- Previous experience within the motor industry.
- Experience using a CRM system.
- Experience in customer service, telesales or appointment setting.
- Understanding of vehicle servicing and MOT requirements.
Personal Attributes
- Customer focused.
- Target driven.
- Enthusiastic and energetic.
- Professional at all times.
- Able to work independently and as part of a team.
- Passionate about delivering exceptional customer service.
Working Relationships
- Sales Executives
- Sales Managers
- Service Advisors
- Service Manager
- General Manager
Commission & Incentives
This role includes a performance‑based incentive scheme. Opportunities generated that result in a completed vehicle sale will attract an introductory commission payment. Additional performance incentives may be available based on workshop booking targets, customer retention objectives and overall departmental performance. The bonus scheme will be communicated separately and reviewed periodically.
Customer Retentions Specialist in Birmingham employer: Paul Rigby Group
As a Customer Retention Specialist at our dealership, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. We offer competitive performance-based incentives, a friendly team culture, and opportunities to engage with customers in meaningful ways, all while being part of a brand that values exceptional service and long-term relationships. Join us in a location that fosters both personal and professional fulfilment, where your contributions directly impact customer loyalty and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retentions Specialist in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Paul Rigby Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Paul Rigby Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Retentions Specialist in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Paul Rigby Group:Your cover letter is your chance to shine! Tell us why you want to work at Paul Rigby Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Paul Rigby Group!
How to prepare for a job interview at Paul Rigby Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
