Customer Loyalty Advisor

Date: 19 Apr 2024

Location: Stockport, United Kingdom

Company: inchcape

Customer Loyalty Advisor

Based at VW Stockport

40 hours a week, Monday-Friday

£21,735.00 (OTE £31,735.00) + Employee Benefits


Create experiences you can be proud of.

Working with world-class brands as a Customer Loyalty Advisor, you’ll have the drive to deliver outstanding and trusted experiences for our customers. As part of a successful, global automotive group, you’ll broaden your experience across both sites and brands. And with the right support from us, you’ll be able to progress as high as you can aim.


What we can offer you

  • 33 days’ annual leave, including bank holidays, rising with length of service. Holiday buying scheme also available
  • Retail discounts that save you money every day
  • Gym discounts, cash healthcare plans, and a cycle-to-work scheme
  • Car discounts for new and used purchases and servicing
  • Flexible pension scheme and Sharesave scheme to grow your savings
  • Family-friendly policies that help you spend more time with the people that matter
  • A wellbeing programme to support you and your family
  • An internal colleague recognition system to celebrate achievements
  • A community volunteering day


What you’ll do day to day

  • Contact all required outbound finance customer leads at appropriate points during the life of their finance agreement.
  • Follow Inchcape’s compliant outbound call process with each customer lead, ensuring that we provide a professional and customer-focused experience for everyone.
  • Support sales and customer retention objectives for all dealerships and divisions that are supported by the Loyalty Team
  • Develop expert knowledge of customer retention database and the ability to build and manage bespoke campaigns
  • Carry our additional ‘relationship’ calls at regular intervals in order to maintain loyalty and to support sales-based calls at a later stage
  • Complete and adhere to all the required compliance and legislative requirements, e.g. FCA, Data Protection, Trading Standards, Motor Law training, in addition to all Inchcape and OEM training requirements and compliance protocols. Always treat customers fairly
  • Update all required systems with agreed next steps following each customer contact, including retention and data management systems, ensuring accurate recording keeping of all activity to support reporting and analytics.
  • Following each successful call resulting in an appointment, update the customer and dealer staff with agreed next steps, including time/date for appointment and main purpose for dealer visit e.g. vehicle of interest


Helpful skills and qualifications

Don’t worry about ticking off every single skill here − if you care about delivering great experiences as much as we do, we want to hear from you.

  • Ability to provide a first-class customer service with energy and enthusiasm
  • A real team player who helps create an environment in which their team can thrive and perform
  • Professional attitude 
  • Ability to be self-motivated and proactive with minimal supervision
  • Act with honesty and integrity and never over-promise
  • Ability to communicate well and put the customer's best interest at heart


Who we are

Inchcape is a global automotive group that sells, services, and repairs the world’s best-known car brands, from Audi, Toyota, Volkswagen, and Lexus to BMW, Jaguar, Land Rover, and Mercedes-Benz.


But you don’t need to love cars to work with us − you just need to share our mission to create outstanding and trusted experiences for our customers, our partners, and our people. That’s why we believe Inchcape is for everyone.

At Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that Inchcape is for Everyone. So if you’re excited about this role and you share our values to deliver great experiences through fresh thinking and working better together, we encourage you to apply. You may be just the right person for this or other roles. Please get in touch!