Centralised Switchboard Operator - North East Call Centre in Gateshead, County Durham

Applying for the Centralised Switchboard Operator - North East Call Centre role

The group, Vertu Motors plc (which trades under the Bristol Street Motors, Macklin Motors, Vertu Honda and Bristol Street Motor Nation brands) was formed in late 2006 and now operates in over 80 locations across the UK. Bristol Street Motors originated in the early 1900"s as a single Ford dealership located on Bristol Street in central Birmingham. Since those early days the business grew to become one of the largest dealer groups in the UK with a nationwide chain of franchised motor dealerships. The Group also operates a number of Bristol Street Motor Nation used car outlets and a number of Honda dealerships. In 2010 Vertu Motors expanded into Scotland, trading under the Macklin Motors brand. Vertu Motors plc is now the 8th largest motor retailer in the United Kingdom and was awarded the Motor Trader Dealer Group of the Year in 2008.
Job Title: Centralised Switchboard Operator - North East Call Centre
Location: County Durham / Gateshead
Salary: £4,000 - £5,000
Type: Part Time
Job Sector: Customer Service
Sub Sector: Switchboard
Job Reference No: 2375

Job Description

Centralised Switchboard Operator - Weekends Only
North East Call Centre
£4,426 basic salary with company benefits
Overview
You will see from our website and our recent financial results that we are a rapidly becoming one of the Country's leading automotive retailers. We currently operate 84 franchised outlets throughout England and Scotland employing over 3,000 people and have very strong relationships with the manufacturers we represent. We are the 9th largest retail motor group in the UK and will be expanding as we drive our business forward into 2012. We are very well placed in to achieve our growth and performance objectives and are constantly building our capacity to improve the business further. We have a clear vision to become recognised as the most progressive motor retailer and our Mission Statement is "To deliver an outstanding customer motoring experience through honesty and trust." We are committed to supporting our colleagues through the provision of continuous training, coaching and development. Our competitive advantage lies in the quality of people we employ and we are intent on building our future on the drive, energy and talent of our colleagues. With that in mind we are selective about who we employ and expect that they drive the business forward passionately and fully in line with our values.

Role & Responsibilities
The key responsibilities of this role are as follows:

Customer Satisfaction (CSI): To take responsibility to achieve the highest possible customer satisfaction levels in excess of the manufacturer national average by building trust, communicating well and exceeding customer expectations. To provide a quality of service that means Customers would not consider using our competitors.

Data Quality: To accurately and vigorously collect, manage and input all customer contact data into our system to maximise the quality and content of the customer database.

Customer Follow-up: To maintain contact with and follow up every customer of the department to ensure they were completely satisfied, their expectations were met, any issues are addressed and their custom retained.

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