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Job information
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We love what we do, we’re proud of our brand and excited for the future.
TrustFord 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 TrustFord.
Key Responsibilities Customer Engagement
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.
Lead Management
Manage enquiry pipelines effectively, ensuring all leads are contacted consistently to the TrustFord follow up standards.
Maintain accurate customer records within CRM systems.
Follow agreed contact strategies across telephone, email, SMS, and digital channels.
Partnership with Sales Teams
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.
Performance & Compliance
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.
Skills & Experience Essential
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.
Desirable
Experience of managing digital or web-generated leads.
Knowledge of customer journey and conversion processes.
Key Behaviours
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.
Success Measures
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).
Benefits