Contact Centre Executive

Location Basingstoke Contact Centre
Working hours Full Time
Salary TBA
Closing date 11/11/2016

Contact Centre Executive (Basingstoke)


Automotive retailer Harwoods Group, represents prestigious car brands Aston Martin, Audi, Bentley, Jaguar and Land Rover, as well as the truck brand MAN. We have eighteen businesses across Sussex, Surrey, Kent and Hampshire.

Established since 1931, we are a successful and progressive third generation family owned business and rank #31 in the Sunday Times ‘Top Track 250’, which league tables the UK’s private companies with a turnover of <£650m and <5,000 staff. In 2015 our turnover was £555m and we employed 900 people.

Our vision is to ‘create memorable experiences’, as we believe our primary role is to add maximum value to the customer journey. We also aim to make working at Harwoods as memorable and enjoyable as possible and benefit from above average employee engagement.

With 91% of staff scoring positively when asked ‘I care about the future of Harwoods’, we’re a safe bet for a job and career.

The Harwoods Group Jaguar Land Rover Contact Centre in Basingstoke was established in 2011. Our small customer service team is responsible for supporting the service departments of our Jaguar Land Rover businesses with inbound and outbound communications concerning service reminders, bookings and enquiries.

Job Purpose

The role ofthe Contact Centre Executive is to:

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


All Harwoods employees are expected to comply with/adhere to all Harwoods policies and procedures and any additional manufacturer requirements relevant to their role.

Person Specification


  • Proof of Right to Work in the UK.



  • Call centre/vehicle service department experience.

Skills & Knowledge


  • Smart appearance.
  • Competency in numeracy, literacy and IT.
  • Excellent telephone manner.
  • Resilience.


  • Understanding of basic vehicle design and function.


Harwoods has 5 key competencies which describe the behaviours expected of all employees. For this role we are looking for applicants who can demonstrate all of the competencies below at the level described, as per the attached competency framework.

Delivering Memorable Customer Service

Provides customer service which creates ‘memorable experiences’ through meeting and exceeding customer expectations.


Team Member

High Performing Teams

Supports others to continuously improve performance. Seeks feedback on own performance, takes responsibility for own development & demonstrates Harwoods values.

Commercial and Operational Excellence

Understands the drivers of business performance and uses them to optimise commercial opportunities. Plans and manages processes, resources workflows efficiently.

Innovation & Improvement

Demonstrates openness to change and improvement. Proactively looks for more effective ways of doing things.

Brand Aligned

Knowledgeable of, aligned to and ambassador for the brand and adheres to brand standards.

Key Responsibilities

  • Manage outbound/inbound calls promptly, efficiently and professionally. The nature of these calls will include:
    • Service, MOT, repair and maintenance bookings for customer vehicles.
    • Price enquiries.
    • General enquiries relating to vehicles and repair histories.
    • VHC follow-up calls.
    • Customer service enquiries and complaints.
    • Telemarking campaigns.
  • Accurately record and communicate customer work instructions and seek out opportunities to sell and appropriately advise customers of further services offered by the Group.
  • Participate in projects as and when required or as directed by management.
  • Enhance the relationship between customers and each brand/department within the business.
  • Maintain and update the company database as necessary to ensure high levels of quality/accurate data capture.
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