Web Sales Consultant - Hybrid Working

We love what we do, we’re proud of our brand and excited for the future.

Trust Ford is the largest Ford dealership in Europe and part of the Ford Motor Company. One of the most famous brands in the world, we have a long history to be proud of and a secure and exciting future to look forward to. We love what we do – whether that’s working with incredible cars and vehicles, driving the standard in customer care, or helping our business invest and innovate in new areas.

The Web Specialist is responsible for managing and nurturing online enquiries for Ford Passenger Vehicles (PV) and Commercial Vehicles (CV). Acting as the first point of contact for customers, the role focuses on engaging outbound calls, qualifying opportunities, building interest, and securing interest in vehicle before handing enquiries over to dealership sales teams.

The role plays a critical part in improving enquiry conversion, increasing appointment show rates, and supporting sales performance by ensuring customers receive a professional, timely, and engaging experience from their first interaction with Trust Ford.

• Contact customers promptly following receipt of web, manufacturer, and digital enquiries.
• Build rapport and establish customer needs through professional and engaging conversations.
• Qualify sales opportunities by understanding customer requirements, purchase intentions, timescales, and vehicle preferences.

• Manage enquiry pipelines effectively, ensuring all leads are contacted consistently to the Trust Ford follow up standards.
• Maintain accurate customer records within CRM systems.
• Follow agreed contact strategies across telephone, email, SMS, and digital channels.

• Ensure all qualified opportunities are handed over with clear and detailed notes.
• Work closely with dealership sales teams to support conversion of appointments into sales.
• Share customer insights and feedback to improve sales effectiveness.
• Maintain strong working relationships with colleagues across multiple sites.

• Achieve individual and team targets relating to:
  • Transferred Enquiries
  • Highlighting Dealership performance and follow up of transferred enquiries
  • Enquiry qualification
  • Lead conversion
  • Customer satisfaction
• Adhere to all company processes, FCA requirements, and data protection regulations.
• Deliver an exceptional customer experience in all interactions.

• Previous experience in a customer-facing, telesales, contact centre, or automotive sales environment.
• Excellent telephone manner with strong listening and communication skills.
• Ability to quickly build rapport and engage customers.
• Confidence in handling objections and progressing conversations.
• Strong organisational skills and attention to detail.
• Ability to think on your feet and adapt to different customer situations.
• Self-motivated with a proactive approach to achieving targets.
• Good IT skills and experience using CRM systems.

• Experience of managing digital or web-generated leads.
• Knowledge of customer journey and conversion processes.

• Customer-focused and passionate about delivering exceptional service.
• Positive, resilient, and results driven.
• Strong team player with a collaborative approach.
• Comfortable working in a fast-paced environment.
• Professional, enthusiastic, and confident communicator.
• Takes ownership of enquiries and follows through to a successful outcome.

• Enquiry contact rate
• Qualified lead conversion
• Transferred to site rate
• Sales conversion from handed-over opportunities
• Customer satisfaction scores
• Response time to new enquiries

This is a Hybrid role working on site and also from home (the first 3 months during probation will be worked from the office full time, you will then move on to hybrid working from month
4).

In addition to receiving a competitive salary, for the right candidate this position will offer:

• 33 days annual leave (including bank holidays) in addition to an annual leave purchase & sale scheme
• Pension Scheme & Life Assurance
• Ford Privilege vehicle purchase scheme
• Discount on Service, Bodyshop and Parts
• 1 day each year to…