Customer Experience Specialist

Customer Experience Specialist – Peoples Ford – Falkirk, Scotland, United Kingdom

We are looking for enthusiastic, dedicated and customer‑focused Customer Experience Specialists to join our newly refurbished Customer Experience Contact Centre based in Falkirk. As part of the Customer Experience Team, you are the first point of contact for all customers who contact Peoples via telephone or live chat. Your key role is to make it easy and convenient for them to do business with us.

• Delivery of excellent customer experience across every customer touchpoint including inbound and outbound calls.
• Upselling and promoting a range of products/services to our existing customers.
• Management of MOT and Service reminders and Service follow‑up calls to ensure appointment targets are achieved.
• Promoting and booking ad‑hoc and seasonal service marketing initiatives (e.g. winter health checks).

• Previous customer service experience and an ability to deliver 5‑star customer service on every occasion.
• Ability to promote and upsell additional products/services is highly desirable.
• Experience with in a contact‑centre environment is desirable.
• Excellent telephone manner, communication skills and organisational skills.
• An ability to work well within a targeted environment.

Full‑time role (39 hours per week) on a rota basis between the Department opening hours of:

• Monday to Friday – 8am to 6pm
• Saturday – 8.30am to 5pm
• Sunday – 11am to 5pm

• Basic Salary £24,762 per annum with the opportunity to earn performance‑related bonus between £1,000‑£1,600 per year, dependant on CX role/skillset. Paid quarterly.
• Training and Development through the CX skills Development Strategy to progress to £27,600.
• Additional monthly uncapped bonus earnings for the upsell of products.
• Discounts on all our company products and services. We also offer friends and family discounts.
• Instant access to the Peoples Refer a Friend programme. Not only do you get paid for recommending a friend to work for us, but we will pay you if you recommend new customers too.
• Instant access to Peoples Rewards with 1000s of online retail discounts available to every employee and no spending limits.
• 30 days annual leave (inclusive of bank holidays).
• Instant membership to our dedicated Employee Assistance Programme.

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.

Entry level

Full‑time

Other – Retail Motor Vehicles