Matt Spencer-Morrison, Dealer Contact Centre Advisor, gives us an insight into his role, the successes of his team, and the rewards that come with the job.
The main priority for Dealer Contact Centre is to ensure our dealers and customers get the best outcome possible.
I work in the Dealer Contact Centre who support our dealers with any questions or queries they may have, via email and incoming phone calls. The team also funds and underwrites when we aren’t taking calls. The main priority for our team is to ensure our dealers and customers get the best outcome possible, while building and maintaining dealer relations. This comes hand in hand with each other as the more we can help our dealers, the better the customer experience is throughout the process of purchasing their new car.
I Think Customer in everything I do.
When a dealer calls in asking for help with proposals, I’m always thinking about the customer that is sitting in the dealership. I want to make sure the process is easy and quick for the customer, whilst always prioritising the best customer outcome. In busy periods, this is essential as volumes are higher than usual, and this is an extremely stressful time for our dealers so having the knowledge and ability to assist and play our part in creating a good customer experience is vital.
We must Embrace Change by supporting our dealers with the latest digital product offerings.
We frequently have new, innovative products and services to offer our dealer, so we must Embrace Change by supporting our dealers with the latest digital product offerings. Recently we’ve been supporting our dealers with our new biometric ID system. This is a system brought in by us which minimises risk, and further makes our Funding Online system more efficient and easier than ever for our customers and dealers to use.
Our ‘Act Now’ behaviour is fully embedded within the team as we prioritise finding the best solutions for our dealers and customers.
Our team is really focused on making sure the customer journey is as smooth and seamless as possible. Our ‘Act Now’ behaviour is fully embedded within the team as we prioritise finding the best solutions for our dealers and customers during their finance application process. We are available to assist from the moment a proposal is set up, right to the very end up until the proposal goes live and the customer leaves with their new car.
Collaboration across departments within the business really is key.
By Moving Together, I think this really helps us provide the best service possible to our dealer partners. Whether it’s offering support to help find the best solution for a dealer, or overviews with new starters to introduce them to the work our team does – the cohesiveness between teams really benefits us as a company, as individuals, as well as our customers and dealers. It’s also great to get involved in the social activities within the business to get to know each other as well – we have an annual football match between Customer Services and New Business. Customer Services beat us two years ago, so the pressure is on to make it 1-1.
Speaking up is an important part of our day to day, especially with the volume of calls we are taking each day. Our management team encourage us every day to voice any ideas we have to further improve the service we offer. We are constantly looking at how we can get better as an individual, as a team, and as a business.