Car Buying Specialist

We are looking for a Car Buying Specialist to join our team at Admiral Money!

About us

Admiral Money is the dynamic lending arm of Admiral Group, offering personal loans, motor finance, and homeowner loans since 2017. We’re building something special for our customers and are looking for curious, driven individuals ready to learn, take on challenges, and make an impact.

We’re proud to be a certified Great Place to Work for over 25 years, with recognition for Women and Wellbeing. Our inclusive culture empowers everyone to Be You.

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. The current shift pattern is 8:00am to 5:00pm on Mondays, with either 8:00am to 4:00pm or 9:00am to 5:00pm Tuesday to Friday. Weekend working is not currently required, although this may change in the future.

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

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.

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