Customer Support Executive

Location: Kidderminster
Hours: Full Time | 9:00am – 5:30pm (30 minute lunch, 2 x 15 minute breaks)

As a family-run business, every customer interaction matters, and that starts with first contact.
This position will be the first point of contact for inbound customer enquiries across our brands. From the very first phone call, email, website enquiry or social media message, you will represent Hills and set the tone for the entire customer journey.
This role sits within the Marketing Team, reports directly to the Group Marketing Manager, and works closely with the Directors and Sales Managers. You will operate between Marketing and Sales, ensuring that enquiries are handled professionally and converted into appointments for the Sales Teams.

The Role

You will be responsible for managing inbound enquiries across Hills Ford, Hills Geely and Hills Automotive.

Enquiries will come via:

• Email
• Website forms
• Live chat and digital channels
• Social media platforms

You will then be required to qualify these leads by making contact through the customers chosen platform.

You will:

• Act as the first point of contact for new enquiries
• Respond promptly and professionally across all channels
• Speak directly with customers over the phone to qualify their requirements
• Respond to comments, messages and enquiries across our social media accounts
• Qualify customer requirements before passing opportunities to Sales
• Capture accurate vehicle and part-exchange details
• Ensure all information is recorded correctly within the CRM system and in line with GDPR regulations
• Book appointments and support enquiry-to-showroom conversion
• Help guide customers through the early stages of their purchasing journey

In addition, you may also:

• Conduct follow-up activity and light prospecting
• Engage within relevant social media groups to support new business generation
• Support digital engagement initiatives across our brands
• Attend events and engage with customers

This role is vital in ensuring marketing activity translates into real opportunities and that no enquiry is missed.

What we’re looking for

We’re looking for someone who understands that the first conversation often determines whether a customer chooses to do business with us.

You’ll need to be commercially aware, organised and confident communicating across multiple platforms.

Key Skills & Attributes:

• Excellent verbal and written communication skills
• Confident and professional telephone manner
• Strong listening skills and ability to ask the right questions
• Ability to communicate naturally and professionally on social media
• High attention to detail and accurate data entry
• Commercial awareness and confidence qualifying opportunities
• Comfortable using CRM systems and digital platforms
• Ability to work closely with both Marketing and Sales teams
• Self-motivated, proactive and target-driven

Experience (Preferred but Not Essential)

• Experience in a customer service, telesales or sales role
• Experience managing social media enquiries
• Familiarity with CRM systems

Package

• Full-time position based at our Kidderminster site
• 9:00am – 5:30pm (30-minute lunch. 2 x 15 minute breaks)
• Competitive salary with bonus structure linked to enquiry-to-appointment performance

To apply, please email a copy of your CV and cover letter to bstevens@hillsford.co.uk.