Group Service Customer Experience Specialist - Bournemouth, United Kingdom - Hendy Group

Hendy Group
Hendy Group
Verified Company
Bournemouth, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

A rare and fantastic career progression opportunity has become available for a Group Service Customer Experience Specialist to join Team Hendy due to an internal promotion.

Reporting to our Group Service Customer Experience Manager, you will be supporting the improvement in delivery of our world-class, industry-leading Hendy customer experience.

You will be identifying improvement opportunities in our People, Process, Systems and customer service strategies to continually improve the Hendy customer experience at our dealerships across the South Coast.

Are you looking for a new career within the Automotive Industry where you can be creative and learn from experienced industry mentors?


The Opportunity:

As a Group Service Customer Experience Specialist, you will be accountable for:

  • Reading customer experience surveys, interpreting information and data gained through various channels.
  • Stay up to date with current customer experience in the automotive industry, present key findings and ideas to the Customer Experience Manager, Head of Customer Experience and Group Service Director.
  • Analyse current procedures and identify opportunities to enhance the customer experience in line with Group and manufacturer policy.
  • Evaluate data and trends to provide regular reporting of key metrics to key stakeholders.
  • Help to build a customer led service culture by monitoring and evaluating data, information and customer feedback. Where appropriate there maybe the need to have difficult conversations to influence others and change behaviour to ensure ongoing service quality.
  • Operate as a visible ambassador for the Group and develop and implement plans to build and nurture engaging relationships with each of our Manufacturer Partners.
  • Foster a culture of service excellence, role modelling Hendy values and coaching customerfacing teams to deliver a positive colleague experience.

The Rewards:


As well as a competitive salary, we offer a structured career with the opportunity for personal development and training within our rewarding environment.


In addition, you can expect the following benefits:

  • Bespoke induction and learning programme and comprehensive ongoing training throughout your career;
  • Access to car benefit scheme from day one;
  • Enhanced family leave benefit;
  • Life Insurance;
  • Bupa Healthcare Cash Plan for you and your family;
  • Opportunity to join the company pension scheme;
  • 23 days holiday (plus bank holidays), increasing with length of service;
  • Discounts on new vehicle, used vehicle, service and parts purchases;
  • Various perks and discounts with high street and online retailers and services.

About You:


To be successful in this role, you will be an ambitious individual looking to expand your career whilst able to build relationships quickly and be confident in dealing with people at all levels.


In addition to this, you will have:

  • A strong drive to work towards your own development.
  • Strong interpersonal, influencing and negotiation skills.
  • Exceptional organisational and time management skills.
  • Willingness to be creative and unwavering curiousness.
  • Experience in customer service/experience roles would be advantageous.
  • Educated to degree level (2:1 or above), ideally in Business Studies, Psychology or a related discipline is also desirable but not essential.
  • Full UK driving license.

The Company:

Hendy Group is a family-run business with over 80 sites along the South Coast, from Eastbourne to Exeter.

At Hendy, we aim to deliver a premium experience as we have done for more than 160 years, all in an effort to achieve our vision of delivering 100% customer and colleague satisfaction; our forward-thinking, progressive outlook perfectly complements our values, with honesty, quality, care and customer service at the heart of the company, as they have been since 1859.

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