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Inbound and Outbound Customer Service/Upsales Operative - Towcester - Towcester

Company: IN'n'OUT Centres
Pay: £18000.00 Annually, 18,000 uncapped OTE
Job type: full-time
Category: Marketing and Advertising

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Job description

Inbound and Outbound Customer Service/Upsales Operative

Department: Sales
Location: Head Office

Rate of pay: 18,000 uncapped OTE

Hours per Week: 37.5hrs (08:00 - 16:00 or 10:00 - 18:00)

Managerial accountable to: Customer Service Manager and Marketing Manager

Collaborative relationships with: All staff

Reason for job vacancy: IN'n'OUT Centres Ltd need to expand internal call centre which manages and coordinates all incoming customer bookings and enquires.

Job Purpose: To work flexibly as part of the customer service team in order to provide a responsive, consistent and professional service to all IN'n'OUT customers and prospects. Managing inbound customer enquiries via telephone and email plus some outbound work and working flexibly between the hours of 8am-6pm.
Customer Service

To manage incoming calls and emails relating to customer enquiries for example:

-Booking customers into centres for all core products; MOT, Services etc

-Pricing up Service's/repairs

-finding out when a customer car will be ready

-Signing up customers for loyalty scheme (Drivers Club Card) and then processing the posting of the card

-Customer complaints

To input, update and amend internal booking system (CAM Scheduler).
To input, update and amend internal spreadsheets for non-booking enquiries
To liaise with center managers regarding pricing enquiries and bookings.
Also responsible for making outbound calls to existing / prospect customers for particular campaigns.
This position will involve some administration


To complete administrative tasks and any reasonable requests at the request of the Customer Service Manager and Marketing Manager.
To act as an ambassador of IN 'n' OUT Centres LTD and always put customers first.
To thoroughly understand, adhere to and continually promote the IN 'n' OUT Centres LTD ethos; '5C's' brand values when speaking to any potential and existing customer.

To work within the policies and procedures of the organisation to provide a high quality of customer service and in particular to always have a high regard for the organisations Equalities and Diversity Policy
To act in accordance with the Data Protection Act 1998, when carrying out tasks associated with the collection, storing, manipulation and monitoring of personal data
To act in accordance with the health and Safety at Work Act (1974)
To work with discretion and confidentiality at all times

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