Customer Experience Specialist - Retention

Retention Customer Experience Specialist at Peoples Automotive Group - Falkirk

We are looking for an enthusiastic, bubbly and customer‑focused person to join our Customer Experience Team as a Customer Retention Specialist based in Falkirk. We are a small but close‑knit team and because of this you can make a real impact on our customer journey – you are not just a number with Peoples! We pride ourselves on putting the customer at the heart of everything we do and our Customer Retention Specialists play a vital role in handling all outbound telephone enquiries.

Responsibilities

• Dealing with all outbound customer calls in a professional and friendly manner
• Supporting the upsell of additional products and services
• Managing MOT and Service reminders and Service follow‑up calls to ensure appointment targets are achieved
• Assisting with any Direct Marketing campaigns
• Ad‑hoc and seasonal service marketing initiatives (e.g. winter health checks)

What You’ll Have

• Previous customer service experience
• Experience within a contact centre environment is desirable but not essential
• Excellent telephone manner, communication skills and organisational skills
• An ability to work well within a targeted environment

Hours

Full time role (39 hours per week) on a rota basis to cover the Department opening hours of:

• Monday to Friday – 9am to 6pm
• Saturday rota basis (1 shift of 10am to 2pm per month)

Rewards And Benefits

• Salary £25,776 per annum
• Opportunity to earn £250 per quarter based on performance‑related bonus and an additional uncapped bonus available for upsell products
• Discounts on all company products and services, including exclusive offers for Peoples employees; friends and family discounts available
• 30 days annual leave (inclusive of bank holidays)
• Instant membership to the dedicated Employee Assistance Programme
• Instant access to the Peoples Refer a Friend programme; receive payment for recommending friends to work for us and for new customers
• Instant access to Peoples Rewards with thousands of online retail discounts available to every employee with no spending limits

At Peoples we don't just look at your CV. We want to know who you are, what your values are and what your potential is. We are an inclusive employer and we want everyone to feel that they can be their genuine self in work. Everyone is welcome and inclusivity and respect are at the heart of our business.