We are currently recruiting a Customer Advisor to join our successful team in Norwich. You will be responsible for dealing with both inbound and outbound calls, including booking customer MOT’s, Services and Vehicle Health Check follow-ups across the Thurlow Nunn Group in accordance with service department lead times.
Reporting to the Contact Centre Manager, you will continually monitor customer satisfaction to identify and address any issues, and ensure accurate records are maintained by regularly cleansing and updating the customer database. The Customer Advisor will promote relevant products and services to customers, maximising revenue generating opportunities, whilst delivering a positive customer experience at all times.
We are looking for the following:
- Proven experience delivering exceptional customer service within a fast-paced contact centre environment, handling a high volume of inbound and outbound calls while ensuring every customer receives a professional, efficient, and positive experience.
- Strong telesales and customer engagement skills, confidently identifying customer needs, promoting relevant products and services, overcoming objections, and achieving individual and team sales targets while maintaining a customer-focused approach.
- Excellent verbal and written communication skills, with the ability to actively listen, build rapport quickly, explain information clearly, and resolve customer queries or complaints with empathy and professionalism.
- A collaborative team player who works effectively with colleagues and management to achieve team objectives, share best practices, and contribute to a positive and supportive working environment.
- Highly motivated and tenacious, demonstrating resilience when working towards challenging performance targets, including customer satisfaction, quality assurance, sales, and productivity KPIs.
- Flexible and adaptable with a proactive, positive "can-do" attitude, able to manage changing priorities, learn new systems quickly, and provide excellent service during busy periods.
- Excellent organisational and time management skills, capable of multitasking across multiple systems, managing call handling times effectively, and maintaining accuracy and attention to detail in a target-driven environment.
As a family owned business we have strong values. You will be expected to represent our family values of: Professional, Trust, Respect, Caring and Together, through your own behaviour, every day.
