Car Buying Specialist

Admiral Money are looking for a Car Buying Specialist to join their Motor Finance team!

Admiral Money

Admiral Money is an exciting division of Admiral Group. We have the freedom and innovation of a small start up with the security of a large parent company, Admiral.

We have a plan to enhance, simplify and drive innovation through the Motor Finance industry and are putting together a first-class team to take our ambitious proposition and strategy to market. Our digital agents are key to our success in the Motor space.

The Role

As a Car Buying Specialist, you will be responsible for creating meaningful experiences for our customer by using your excellent listening skills and asking the right questions. You will understand where the customer is in their car buying journey and be able to explain how our lending products can help save them time and money. You will be responding to customers queries over the phone, in web chat and email. The role will also involve contacting dealerships to arrange payment and request invoices, ensuring a seamless car buying experience.

You will be front and centre to our digital car buying experience, being the main point of contact for customers looking to fund their vehicles via the new Admiral Money proposition. You will share expert knowledge on financial products, support customers in finding their perfect vehicle and liaise with the customer and our internal support teams to solve any queries or problems efficiently. You will support customers that have applied via either digital or point of sale journeys to ensure all customers receive the highest level of service.

We are looking for highly motivated, proactive, enthusiastic individuals who thrive on extra responsibility and have a proven record of delivering excellent customer service through sales journey’s. This role will involve communicating with internal stakeholders to help develop and enhance the journey for our customers and the business. You will be responsible for ensuring the customer journey exceeds expectations, whilst also putting transparency at the forefront of everything we do.

If you share our passion for sales through excellent service and quality and want to play an active role in delivering exceptional customer experiences, we want to hear from you! 

Please note: this is a hybrid role based in Cardiff. You will be required to work onsite at least once a week, ideally twice. 

Key Responsibilities

Customer & Dealer Management

• Serve as the primary point of contact for customers in the car buying journey.
• Leverage internal capabilities to help customers find a suitable vehicle from within Admiral’s dealer network.
• Provide expert support on financial products and support them where required.
• Liaise with dealers to arrange payment and sync up collection dates for a seamless buying experience.

Coordinating Internal Efforts

• Function as a liaison between customers and internal departments, ensuring clear communication and the seamless execution of customer requests.
• Collaborate with cross-functional teams, including sales, underwriting, and customer service, to deliver timely and accurate solutions to customers.
• Will consult with Product team to constantly iterate and help to improve the proposition and journey.

Manage the End-to-End Experience

• Ensure customer is fully aware of features of each financial product, the benefits and key information.
• Ability to consult directly with our dealer network, to ensure a smooth handover and agree pick up dates and payment.
• Confidence and ability to support customer in making a sound financial choice and embrace the individuality of each experience.

Sharing Best Practice

• As this role is based in a new and growing team, you will be responsible for ensuring that best practise and expertise is shared across the operational teams, and to wider Operational and Product areas where suitable. This could include the need to roll our product/role specific training, run call calibration sessions or workshops. 

Role Requirements

• Familiarity with motor industry and car buying is desirable.
• Previous customer service experience preferably in a sales environment with a strong appetite for providing first class customer service.
• Sound analytical skillset.
• You have effective communication and influencing skills, combined with the ability to communicate clearly to all staff members from frontline staff to with senior stakeholders, as well as customers via differing communication channels. 
• You have strong literacy and numerical skills.
• You are willing to be developed, coached, and to take on board feedback.
• You embrace working in a fast-paced environment.   
• You are used to working to deadlines and meeting KPI’s.
• You are pro-active, organised, and able to manage your time effectively and take initiative. 
• You have a positive work ethic and have a can-do attitude when supporting business in change.
• You are willing to share your ideas and contribute to the business.
• Experience/good knowledge of:
  • Sales methodology
  • Changing landscape of the regulatory environment
  • Digital innovation

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.