Customer Relations Advisor

We're looking for a Customer Response Team (CRT) Advisor to join our centralised Customer Response Team in Redditch and help deliver an outstanding experience to customers across our dealership network.

As the first point of contact for many of our customers, you'll manage inbound enquiries from a range of digital channels, helping customers with their questions, qualifying sales opportunities, and connecting them with the right dealership.

Working within a fast-paced environment, you'll play a key role in ensuring every enquiry is handled professionally, efficiently and in line with our service standards.

This is a fantastic opportunity for someone with strong customer service skills who enjoys speaking with customers and delivering great experiences.

About the Role

As a CRT Advisor, you'll be responsible for managing incoming customer enquiries and converting them into quality sales opportunities for our dealerships.

Your responsibilities will include:

• Managing inbound sales enquiries from OEM partners and third-party platforms.
• Handling customer calls and supporting customers with their enquiries.
• Qualifying leads and arranging appointments with the relevant dealership teams.
• Responding to customer emails and online enquiries promptly and professionally.
• Providing support through live chat channels.
• Following up with customers to maximise sales opportunities.
• Maintaining accurate customer records and updates within CRM systems.
• Working closely with dealership teams to ensure a smooth customer journey.
• Meeting response time targets and service level agreements (SLAs).

About You

We're looking for someone who is customer-focused, organised and confident communicating with people.

You'll ideally have:

• Previous experience in a customer service, contact centre, or sales support environment.
• Strong communication skills, both over the phone and in writing.
• Experience handling a high volume of customer enquiries.
• A professional and customer-focused approach.
• Excellent organisational and time-management skills.
• The ability to build rapport and identify customer needs.
• Good attention to detail and accurate data entry skills.
• Experience using CRM or lead management systems.
• A proactive attitude and willingness to learn.
• Automotive retail experience would be beneficial but is not essential.

Benefits

At Johnsons Cars, part of Athenea Group , you'll have the opportunity to develop your career within a growing automotive group while helping deliver exceptional customer experiences.

Benefits

• Basic Salary is £22,000 however OTE are £36,000
• 31 days holiday, rising to 33 with service
• Birthday off – an extra paid day to celebrate
• Company pension scheme
• Staff discounts on vehicles, servicing, parts and labour
• Retail and lifestyle discounts via our benefits platform
• Optional healthcare cash plans
• Industry-leading training and development
• Clear career progression opportunities

Join us and become part of a team that helps customers find the right vehicle while delivering a seamless and professional experience from their very first interaction.