Renewals Specialist

Renewals Specialist

Location: VAG Renewals Hub, Audi Hereford
Department: Renewals Hub
Reporting to: Renewals Hub Manager

Contract lenth: Fixed Term term 12 months 

Salary: £25,000 Basic and £37,000 OTE

About the Role

As a Renewals Specialist, you will play a key role in driving finance renewal opportunities across a portfolio of Volkswagen Audi Group (VAG) retailers. Working from the VAG Renewals Hub based at Audi Hereford, you will proactively engage with customers approaching the end of their finance agreements, helping them explore replacement vehicle and finance options while supporting retailers to achieve and exceed their renewal targets.

You will serve as a vital link between customers and dealerships, creating qualified opportunities that maximise customer retention, vehicle replacement cycles and finance renewals across the VAG network.

Responsibilities

• Manage finance renewal activity across an allocated portfolio of VAG retailers.
• Contact customers via outbound telephone calls, email and digital communication channels to discuss their current vehicle and finance agreement.
• Identify and qualify renewal opportunities for customers approaching the end of their finance contract.
• Generate appointments and sales opportunities for retailer sales teams.
• Build strong working relationships with retailer management and sales teams to support achievement of renewal targets.
• Maintain accurate customer records and activity using CRM and manufacturer systems.
• Track and report performance against key renewal and appointment objectives.
• Deliver a high standard of customer service, ensuring all interactions are professional, compliant and customer-focused.
• Promote the benefits of renewing within the VAG brand and support customer retention initiatives.
• Ensure all customer interactions comply with FCA regulations, data protection requirements and internal company policies.
• Work closely with finance providers and retailer teams to maximise renewal conversion opportunities.

Skills & Experience

Essential

• Previous experience in a customer-facing, telesales, automotive or finance-related role.
• Excellent communication and relationship-building skills.
• Strong telephone-based sales and objection-handling abilities.
• Ability to work towards and achieve performance targets.
• Excellent organisational and time management skills.
• Confidence using CRM systems and Microsoft Office applications.
• Self-motivated with a proactive approach to customer engagement.

Desirable

• Experience within the automotive retail sector.
• Knowledge of vehicle finance products including PCP, HP and PCH.
• Understanding of FCA compliance requirements.
• Experience working within a renewals, retention or sales environment.

Personal Attributes

• Customer-focused and professional.
• Results-driven with a commercial mindset.
• Positive and resilient attitude.
• Strong attention to detail.
• Team player with the ability to build relationships across multiple sites.
• Ability to work independently while managing a varied workload.

What Success Looks Like

A successful Renewals Specialist will consistently generate high-quality renewal opportunities, support retailers in achieving their finance renewal objectives, deliver an outstanding customer experience, and contribute to increased customer retention across the VAG network.

The role holder will be a confident, customer focused individual with a full clean driving licence.

We are proud to be the Motor Retailer who invests more in our colleague’s personal development than any other, so if you are successful, you can look forward to on-going training opportunities that provide you with the right career path, career progression and a range of benefits you would expect from an employer of choice which includes:

• 25 days holiday rising with length of service plus bank holidays
• Access to our online rewards platform giving you cash back and discounts for multiple retailers
• Preferential Service Rates
• Colleague Purchase Scheme
• Share Incentive Scheme
• Pension
• Enhanced Maternity & Paternity

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