Inbound Customer Experience Advisor

The Role

Inbound Customer Experience Advisor at Peoples Automotive Group – Falkirk

Are you passionate about helping people and creating great customer experiences? We’re looking for an enthusiastic, customer-focused individual to join our Customer Experience Team in Falkirk as an Inbound Call Handling Customer Experience Advisor.

At Peoples Automotive Group, our Customer Experience Centre is often the first point of contact for our customers, making it a vital part of their journey with us. Whether answering a question, arranging an appointment or helping a customer find the right solution, you’ll play an important role in making every interaction feel effortless, positive and personal. We’re a small, close-knit team where everyone makes a difference. You’ll have the opportunity to build your skills, develop meaningful customer relationships and see the impact of your work every day. At Peoples, you’re never just a number — you’re a valued member of a team that genuinely cares about its customers.

If you enjoy talking to people, thrive in a team environment and want to be part of a business that puts the customer at the heart of everything it does, we’d love to hear from you.

Responsibilities

Your role will be varied and rewarding, with every interaction an opportunity to make a positive difference to our customers. Your responsibilities will include:

• Handling inbound calls in a friendly, professional manner, creating a positive first impression of Peoples Automotive Group.
• Understanding customer needs and providing accurate information, helpful advice and effective solutions.
• Making it easy for customers to do business with us by resolving enquiries, arranging appointments and directing customers to the right teams.
• Building rapport and developing positive customer relationships through personalised, customer focused conversations.
• Identifying opportunities to recommend relevant products and services that meet customer needs and support business growth.
• Supporting marketing campaigns and targeted sales initiatives to engage customers and generate interest.
• Working collaboratively with colleagues across the business to deliver the best possible customer experience.
• Maintaining accurate customer records and following company processes and data protection requirements.
• Working towards individual and team performance targets while balancing efficiency, productivity and service quality.
• Sharing feedback and ideas to help improve our processes and the overall customer experience.

What you’ll have

• Previous customer service experience and a genuine passion for delivering excellent customer experiences.
• A willingness to learn and develop, contact centre experience is desirable but not essential.
• A confident, friendly telephone manner, with the ability to build rapport, listen actively and engage customers naturally.
• The ability to understand customer needs, resolve enquiries and recommend relevant products and services that provide genuine value.
• Good organisational skills, attention to detail and accurate record keeping.
• Confident IT skills, proficient in using digital systems and Microsoft Office applications, including Excel, to maintain accurate records and manage information.
• A positive, self-motivated attitude, with a drive to achieve individual and team targets while maintaining a customer-first approach
• A collaborative team spirit, combined with the ability to take ownership of customer enquiries, responsibilities and personal performance.

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.