25 March 2024

Meet the Lloyd Motor Group Contact Centre

Company News



Introducing our fantastic Contact Centre team.

Based at our Lloyd Land Rover York site and comprised of 5 exceptional Customer Experience Advisors, our Contact Centre was born with the vision of assisting all Lloyd Motor Group sites and eventually becoming the central hub within the group, for Service and MOT bookings, Customer Care follow ups and Marketing Campaigns.

Equipped with the knowledge and skills to deliver first-class customer service on every call, our contact centre team has helped see an increase in our sites Customer Satisfaction Scores and help to ensure all of our customers receive the best possible experience post sale.

Despite having only been operational for a year, the team have seen an impressive amount of success, assisting each retailer to meet their needs, selling workshop hours, visiting the dealerships to deliver feedback on calls, and identifying potential areas to maximize businuess. 

Due to this continued success, our Contact Centre are needing to expand their operations and are delighted to announce they are recruiting a new member! 

To find out more about the team and this exciting opportunity read on…

Sumina- Contact Centre Manager

How do you see the contact centre growing and developing over the next 5 years? 

"My vision is for us to outgrow our current space and have teams of dedicated experts for each brand. I also foresee us becoming the central hub for every retailer under the Lloyd group for all calls including bookings, marketing campaigns and customer care. In the next 5 years I hope to change the face and culture of customer service and have the Lloyd Group lead the way with Customer Excellence in the motor industry".

Why did you want to work for Lloyd Motor Group?

"From researching Lloyd Motor Group before my interview I learned how focused they are on their people and customers and with it being family run this is something I liked. After my first interview I knew there and then this is a team I want and need to be a part of and I struck gold and was offered the role".

Caroline

Caroline- Customer Experience Advisor

Tell us about yourself?

"Hello, my name is Caroline and I recently relocated to York from London after working for many years as a customer service specialist. I joined Lloyd Motor Group to strengthen the existing team and work towards enhancing our retail activities, aiming to contribute with the excellence in service that a luxury brand requires. I am thrilled to be part of the contact centre and have felt very welcomed by the entire group".

What do you like to do in your spare time?

"In my spare time, I am a contemporary artist working with recycled cardboard paper making collages. I also find time to scribble in a book with my perceptions and feelings inspired by the people that surround me".

Cagan

Cagan- Customer Experience Advisor

Tell us about yourself? 
"I’m Cagan, I have worked in the contact centre since the day we opened back in February 2023. I was part of the initial “trial and error” of getting things going. Working for multiple dealerships, each site has different processes and ways of doing things, so initially there was a lot to learn and figure out. The momentum has slowly ramped up as we have taken on more work and more sites within the contact centre. I really enjoy the fast paced nature of the job, there is always something new to do and learn". 

What is your role within the team?
"As time has gone on, I have taken the responsibility of training all new team members to a level where they feel confident handling bookings, and the many various queries that come with them".

Katie

Katie- Customer Experience Advisor

What do you enjoy most about your role?

"I only started working for the contact centre team in October last year. I am one of 3 Customer Experience Advisors taken on at the same time. We deal with bookings for York, Ripon, South Lakes and Cockermouth (at the moment, although hopefully more dealerships will be added to that in the future) which come in via phone and email. We also do advance contact for these dealerships – looking at customers who might be due for a service / MOT up to 8 weeks ahead and getting them booked in in advance. It’s an interesting and varied role – you never quite know what is going to come in next! The team are lovely and we are working really well together to learn the different systems and processes for each of the dealership".


What do you enjoy doing in your spare time? 

"When I’m not at work or on a mission to tire out our dog, we love getting off exploring – whether that’s just a new walk we’ve never done before, a weekend camping or a full on holiday. We’ve got trips to Wales and France already booked in this year and I’m really looking forward to them."

Neil

Neil- Customer Experience Advisor


What do you enjoy most about working for the contact centre?

"One of the highlights of the role is the team atmosphere. Everyone works well together, bounces off each other and supports each other so that we can complete the work for all our dealerships and provide the standard of service our customers expect."

What advise would you give someone thinking of joining the team?

"Be prepared for busy days, jumping between different dealerships and dealing with a wide variety of queries and customers. No day will be the same, and every customer will be different. The work is incredibly rewarding and you will always feel supported".



Sumina, Caroline, Cagan, Katie and Neil, thank you for your continued support and dedication to the business. we looking forward to seeing the contact centre continue to grow and flourish for years to come. 


We want to hear from you 


Are you a driven individual with excellent communication skills? Do you thrive within a busy working environment and enjoy the prospect of being part of a successful and evolving team? If the answer is yes, then we'd love to hear from you. Our Contact Centre is currently looking to recruit a Customer Experience Advisor to work with our team. To apply, Simply submit your CV to our friendly recruitment team today at recruitment@lloydmotorgroup.co.uk or call us on 01228 635364 for a confidential chat. why wait, contact us today and unlock your potential.

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