Communications / Marketing Specialist

16000.00 - 18000.00 GBP Annual
16 Feb 2021
16 Mar 2021
Contract Type
Full Time
Customer Service Communications Specialist - Derby

This is a developmental role, working towards achieving a Level 4 qualification in Digital Community Management. This Apprenticeship programme will last between 18-24 months, depending on your development.

You will be trusted with increasing responsibilities and be challenged in various projects that constantly stretches your abilities with daily opportunities to develop new skills to accelerate your career.

Inchcape are looking for a candidate to identify and analyse feedback and comments from customers, to help change the culture of our business, focus on the interests of the customer, and analyse customer cues.

Main Responsibilities

* Identify and find quality customer feedback from our various online feedback platforms.

* Develop a strategy to understand and analyse feedback, then deliver to the wider organisation so they can understand and benefit from the insights obtained.

* Working initially with our Jaguar Land Rover division to change the customer culture of our businesses and help them to create magic moments throughout the customer journey.

* Advocate and champion good customer service throughout the team.

* Share good news, customer feedback stories amongst dealerships and externally to try and promote internal positivity.

* Share employee success - provide recognition for the employee, internally and externally.

* Reward employees that delivery good customer experience, small tokens of appreciation, on an adhoc basis.

* Create weekly and monthly briefings to thank and promote members of the team that have gone above and beyond for our customers.

* Support the social media executive with creating and monitoring content and feedback on all social media pages which can be analysed and developed into a good customer service strategy.

* Use social media as an avenue to share good customer experience, in an innovative way.

* Focus on the open-ended text responses to obtain actionable insights.

* Work closely with customer experience team, internal PR and training teams.

* Ensure specified customer service reports are created, analysed, and distributed appropriately.

The Ideal Candidate

* You will have strong analytical and problem-solving skills, with the ability to approach problems logically and provide colleagues with simple solutions.

* Creatively minded, excellent written and verbal communication and interpersonal skills.

* Knowledge of the latest social media platforms and trends, and social media influence awareness.

* Interest in Customer Experience and understand the importance of delivering an outstanding customer experience.

* Ability to analyse and present findings in data.

* Self-motivated with great time management.

* Able to look at problems creatively and identify better ways of doing things.

* You will display commercial acumen and be customer focused, preferably demonstrating previous experience within e-commerce, retail, or another customer orientated industry.

* You will have worked on managing and transforming data into usable information, preferably having experience working with Excel.

* Positive and ambitious self-starter, always ready to take on the next challenge and actively looking for ways to provide value to the business.

About The Company


Not only do you get to work alongside great people within Inchcape, we offer great benefits too. For your valued contribution we will provide a fantastic benefits package including;

* Employee Advantage Scheme which has over 3000 retailers with 1000's of discounted products and services.

* Company pension scheme

* Life assurance

* Holiday allowance rising with length of service

* Discount Gym membership

* Vehicle purchase discount

* Cycle to work scheme

Inchcape is a leading independent global automotive distributor and retailer operating in 32 countries across the UK, Europe, Russia, South America, Asia and Australasia. As brand custodian for 30 of the world's leading automotive OEMs (including Audi, BMW, Jaguar Land Rover, Mercedes-Benz, Subaru, Toyota and Volkswagen), Inchcape handles product planning, brand positioning, logistics, marketing, network management, sales and aftersales services.

Inchcape, which is listed on the London Stock Exchange, employs 18,000 people worldwide and recorded sales of GBP8.9 billion in its last financial year.

Inchcape is ambitious! We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.

We are excited about the future. Could we be a part of your future plans too?