Job Summary                                    As a Contact Centre Outbound Service Centre Agent you will be passionate about delivering exceptional customer service whilst meeting agreed targets. You will be responsible for making outbound calls on selected campaigns in the CarShop mantra of the Customers retained for life programme. Key responsibilities / Duties          What you will be doing - Ensure customer awareness of all products and services available by professional presentation and demonstration over the telephone. - Promote and prospect the business as directed with confidence and commitment. - Ensure proper qualification and the understanding of customer needs & requirements. - Advise customers the costs of: - MOT - Interim Service - Full Service - Major Service - Combined Service & MOT - Service plan - Update records and systems. - Record customer prospect details accurately and in accordance with GDPR, updating systems accurately - Update customer and vehicle history files to ensure total accuracy. - To ensure the highest standard of courtesy and integrity when interacting with customers, colleagues and members of the public. - To receive customer enquiries by telephone and in person and successfully convert these into firm bookings. - To record accurately vehicle information, refer to service histories and effectively follow-up and prospect customers to secure repeat and incremental business What we expect from you - Strong communication skills, both written and verbal - Basic IT skills - Previous experience in a customer facing or contact centre role - Experience of sales and overcoming objections with the ability to think outside the box - A sales mindset - To work 16:00-20:00 - Mon-Fri including the occasional Saturday. Person Specification - Previous experience in providing exceptional customer service - Previous experience in a customer focused sales environment - Proven ability to meet individual sales and quality KPIs - A positive 'can-do' approach - Able to work through objections and overcome. - Possess strong communication skills with being able to communicate both orally and in writing - IT proficient and willingness to undertake training in in-house systems - Experience in the automotive industry would be beneficial but not essential. Key competencies Communication - Communicates with customers/colleagues on day-to-day basis - Understands the needs of their audience and adapt communication style to meet it Customer Focus - Identifies and involves key stakeholders in decisions - Builds trust and credibility by always delivering what they say they will - Smart appearance and professional behaviour - Ensures that we deliver on our promises Delivering Results/Service Delivery - Shows initiative and proactivity to deliver results - Shows resilience and tenacity in driving for results - Ensures that customers receive an excellent service - Knows what to do and ensures that daily routines are carried out every day - Ensures that excellent levels of service are attained at all times Knowledge & Expertise - Knows how the business priorities apply to own area - Understands and follows processes and procedure applicable to own role Commitment & Drive - Shows excellent adherence to Journey and strives to achieve targets on a day by day basis Personal & People Development - Contributes to own personal Development Team Skills - Listens to the input from others and offer solutions to enable team success - Actively supports colleagues when needed - Is open and honest People Management - Works alongside colleagues to ensure that targets and standards are achieved                                       - Actively uses downtime to train, develop and grow the business Health, Safety & Security - Assists in maintaining own and others' health safety and security