Customer Contact Centre Advisor Jaguar Land Rover

Customer Contact Centre Advisor\- Basingstoke JLR

JOB PURPOSE

The role of the Customer Contact Centre Advisor is to:

Make outbound calls of a sales nature and receive inbound enquiries on behalf of our retailers.

Department/Business/Location:

Reports to:

Contact Centre Manager

KEY RESPONSIBILITIES

To deliver an outstanding customer experience by managing inbound and outbound communications for the dealership. The role involves handling service bookings, and customer queries efficiently while maximising opportunities to drive revenue and customer satisfaction.

· Handle inbound calls, emails, live chat, and digital enquiries in a professional and timely manner

· Make outbound calls to follow up on leads, service reminders, MOT bookings, and marketing campaigns

· Deliver a consistently high standard of customer service aligned with brand expectations

· Support upselling and cross\-selling of dealership products and services

· Book service, MOT, and repair appointments in line with workshop capacity

· Provide customers with accurate information on pricing, availability, and timelines

· Promote additional services such as servicing packages, warranties, and add\-ons

· Resolve customer queries and complaints quickly and effectively

· Ensure all customer interactions are logged accurately in the CRM system

· Maintain high levels of customer satisfaction and contribute to positive reviews and retention

· Update customer records, bookings, and notes in internal systems

· Adhere to dealership processes, compliance, and data protection regulations

· Monitor and manage personal KPI performance metrics

Key Performance Indicators (KPIs)

· Call handling quality and volume

· Appointment booking rates

· Lead conversion rates

· Customer satisfaction (CSI/NPS scores)

· Response times to enquiries

· Revenue contribution (upsell/cross\-sell)

Skills \& Experience Required

1\. Essential

· Excellent communication skills (verbal and written)

· Strong customer service experience (contact centre or retail preferred)

· Ability to multitask and work in a fast\-paced environment

· Strong attention to detail and organisational skills

· Confident use of IT systems and CRM platforms

2\. Desirable

· Previous experience in a motor dealership or automotive industry

· Knowledge of vehicle servicing processes

· Experience working with targets and KPIs

· Upselling experience

Hours: Mon \- Fri 8am \- 5pm

The Same People, The Same Excellence. A New Name for the Future.

Southeast Motors is a privately owned automotive retail group based on the south coast of England, serving customers from across Hampshire, Surrey, Sussex, Kent, and beyond. Driving Forward — A New Era of Excellence, we represent some of the world’s most renowned automotive brands, delivering exceptional vehicles, trusted servicing, and genuine care across the South East. Our mission is simple: to provide quality, expertise, and trust at every step of your automotive journey.

Our Values.

At Southeast Motors, our values guide every decision we make and define how we work with our clients, partners and each other. They represent who we are, how we behave, and the standards we uphold as we grow.

Job Types: Full\-time, Permanent

Pay: £26,426\.80\-£32,426\.80 per year

Experience:

• CRM software: 1 year (required)


• Customer Contact Centre: 1 year (required)

• United Kingdom (required)

This listing is from indeed. View original listing ↗