Customer Retention Specialist - Part Time

Customer Retention Specialist - Part Time - Toyota Worthing We are looking for a Customer Retention Specialist to work as part of our Customer Experience team, to help improve service bookings by ensuring the customers we have worked so hard to acquire stay with us, have a great customer experience, and continue to get value from our products. As a Customer Retention Specialist with Yeomans Toyota Worthing, you will help look for opportunities to re-engage customers to attract them back; you'll help market to current customers after a sale, and help build our overall strategy for customer retention. Our 'One Team' approach ensures that we all meet all customer needs and wishes, from the purchase of a new or used vehicle, throughout the lifetime of that vehicle, providing seamless support to enable total customer ownership. We are all Brand Ambassadors and live and breathe the Toyota brand and values; we are by nature passionate about the products and services that we offer. Joining us as a Customer Retention Specialist offers you the opportunity to develop your career with one of the world's most prestigious companies and work alongside some of the industry's best talent. Toyota are the highest ranked Automotive Brand in the world and spend more on R&D than any other company, leading the way in Hybrid engine technology and innovation. We are constantly evolving, and there is always something new just around the corner!,

• Communicate with customers and service representatives, via phone and email, building positive relationships with customers as well as business associates.
• Analyse customer trends and behaviours to help facilitate group-wide retention strategies.
• Gather information about customer complaints and present customer behaviour reports based on findings.
• Develop dynamic retention strategies based on customer feedback.
• Negotiate with customers to renew contracts and retain business.
• Meet with the sales team to propose customer retention solutions.
• Write and present customer behavior reports., Teamwork : You will be comfortable working with others, open in your dealings and interactions with colleagues. You will contribute to team cohesion and call on others for help when needed.
• Manages your time appropriately, taking into account costs and time.
• Facilitates interaction between your team members and appreciates teamwork.
• Looks for ways to enhance collaboration and balances the interests and concerns of team members.
• Easily builds up relationships, is empathic and self-confident.
• Approaches others with commitment, openness and a friendly attitude
Influencing: Your style influences effectively and you enjoy situations involving selling. You have a consultative style but strong in negotiations with others, assertive when required and often wins others over to your perspective.
• Easily builds up relationships, is empathic and self-confident.
• Is engaging, open for personal interaction, and pleasant.
• Presents good arguments to support propositions, negotiates with a sense for the "right" moment and remains objective when faced with criticism.
• Finds persuasive arguments and collaborates professionally with fairness and respect.
Customer Orientation: You are focused on providing excellent service to customers and meeting their needs. You enjoy listening and engaging with other people, often demonstrating by being interest in helping them achieve their goals.
• Creates an excellent but bespoke customer experience. Identifies and anticipates customer's expectations and needs to ensure their journey is exceptional
• Assures that customer issues are resolved, owning the issue until it is resolved and focuses on customer satisfaction
• Communicates clearly, eloquently and finds the right balance between talking and listening.
Creativity: Continually generating innovative solutions to problems and your natural curiosity and willingness to adopt new ideas supports this and you enjoy putting them into practice, rather than relying on established approaches.
• Analyses and evaluates key data quickly and with the relevant details, abstracts to a higher level, applies logics and common sense.
• Makes decisions, commits to actions and takes over responsibilities with calculated risks.
• Adapts quickly to unknown situations and willingly improves your own skills and competence.
• Shows an openness to change, innovates processes, and strives for new ideas.
Stress Tolerance: You are able to cope with high levels of stress; remaining composed in emotionally charged situations and remain calm in a crisis, but when given you accept critical feedback positively.
• Prioritises information and works in a structured and efficient manner, even under pressure and in stressful situations.
• Thrives in a high-pressured sometimes stressful environment.
Drive and Motivation: You are motivated by challenging, quantifiable targets. Ambitious and focused on delivering clearly defined objectives, drawing satisfaction from achieving their goals and delivering that excellent customer experience.
• Adapts quickly to unknown situations, is flexible, self-reflective, and willingly improves his/her own skills and competence.
• Shows an openness to change, innovates processes, and strives for new ideas.
• Strives for outstanding performance and sets challenging goals and targets.
• Shows initiative and takes charge of accelerating the business with a focus on solutions and driving issues to closure
  
  As a person, you have a persuasive attitude, excellent customer relationship skills, and a passion for service. To be successful as a retention specialist, you should enjoy creating lasting bonds with customers. You also demonstrate:
• Excellent customer service and communication skills and like to work with people, with a professional, courteous manner.
• Initiative and ability to take ownership of issues; are proactive, have a 'can-do' attitude, but you are also a team player who is comfortable working with others to help and support them.
• An ability to work independently; ability to multi-task and switch quickly between tasks using your strong organisational and prioritisation skills.
• A willingness to learn and develop and keep up to date with complex information, You are a great collaborator and open to listening to new ideas and enjoy the opinions of others. Communication and interaction with those around you is therefore key to your success and job satisfaction.
• Analytical and a good negotiator you use your skills in these areas to implement customer retention strategies.
• Patient and empathetic, you have the ability to carefully listen to your customers.
• Flexible and dependable, you are open to change and can take on multiple projects comfortably. You are willing to help your colleagues even when under pressure or outside your area.
• You understand problems and think creatively to devise a satisfactory solution.
Essential job criteria
• Location - Worthing, West Sussex
• A full UK driving license.
• Eligibility to work in the UK.
• Flexible to work hours required to carry out the role effectively and travel (to the training sessions)
• This role requires you to be professional, have a smart personal appearance and have high standards of verbal and written communication, Experience in automotive service would be advantageous - however, candidates with call centre, sales, marketing or other related experience will be considered. Ideally you will have knowledge of sales and marketing software.
• Good level of general education - at least GCSE English and Maths and ideally A Levels or equivalent qualification.
• IT skills, (MS Word, PowerPoint and Excel) and social media skills.
• Previous work experience within a corporate environment, hospitality experience.
• Interests that support your work life balance
Renumeration and Benefits

As one of the most respected automotive retailer networks on England's south coast, Yeomans is well-positioned to meet the needs of any and every motorist in the region through our strong partnerships with leading manufacturers. Our modern showrooms play host to a whole range of the freshest vehicles to the market, while an impressive selection of manufacturer-approved used vehicles are on hand as well. At Yeomans Toyota, we offer the whole range of impressive vehicles from the Japanese marque - be it from the efficient Yaris Hybrid to the sports car legend in the GR Supra, and everything in between. As well as our excellent Toyota offerings, Yeomans dealerships across the South of England cater for other leading brands including Citroën, DS, Honda, Nissan, Peugeot, Hyundai and Vauxhall. With the approval of such names, you can be sure to trust that Yeomans will deliver the best in customer service and a quality range of vehicles. On top of that, we boast one of the best aftersales services in the country, while our expert team is also hand to help with anything ranging from finance offers and Motability Scheme customers to business fleet customers and repair work. Yeomans Toyota has locations across the south coast in Brighton, Eastbourne and Worthing. About Toyota Ready to join the largest car company in the world? Since Toyota's foundation, we have acted in accordance with our Guiding Principles to produce reliable vehicles and the sustainable development of society through ever-changing innovation and the provision of high-quality products and services. Toyota will lead the future mobility society, enriching lives around the world with the safest and most responsible ways of moving people. Through our commitment to quality, ceaseless innovation, and respect for the planet, we strive to exceed expectations and be rewarded with a smile. We will meet challenging goals by engaging the talent and passion of people who believe there is always a better way. Customer Centric Competencies


• £10 - £12.21 per hour - approx. 25 hours per week
• Excellent benefits package, including pension, healthcare, and car leasing schemes
• Training and on-going development with the Award-Winning Toyota/Lexus Academy
• Company vehicle lease scheme option
• Opportunity for career progression