Web Sales Consultant - Hybrid Working

We love what we do, we’re proud of our brand and excited for the future.

TrustFord is the largest Ford dealership in Europe and part of the Ford Motor Company. One of the most famous brands in the world, we have a long history to be proud of and a secure and exciting future to look forward to. We love what we do – whether that’s working with incredible cars and vehicles, driving the standard in customer care, or helping our business invest and innovate in new areas.

The Web Specialist is responsible for managing and nurturing online enquiries for Ford Passenger Vehicles (PV) and Commercial Vehicles (CV). Acting as the first point of contact for customers, the role focuses on engaging outbound calls, qualifying opportunities, building interest, and securing interest in vehicle before handing enquiries over to dealership sales teams.

The role plays a critical part in improving enquiry conversion, increasing appointment show rates, and supporting sales performance by ensuring customers receive a professional, timely, and engaging experience from their first interaction with TrustFord.

Key Responsibilities

Customer Engagement

• Contact customers promptly following receipt of web, manufacturer, and digital enquiries.
• Build rapport and establish customer needs through professional and engaging conversations.
• Qualify sales opportunities by understanding customer requirements, purchase intentions, timescales, and vehicle preferences.

Lead Management

• Manage enquiry pipelines effectively, ensuring all leads are contacted consistently to the TrustFord follow up standards.
• Maintain accurate customer records within CRM systems.
• Follow agreed contact strategies across telephone, email, SMS, and digital channels.

Partnership with Sales Teams

• Ensure all qualified opportunities are handed over with clear and detailed notes.
• Work closely with dealership sales teams to support conversion of appointments into sales.
• Share customer insights and feedback to improve sales effectiveness.
• Maintain strong working relationships with colleagues across multiple sites.

Performance & Compliance

• Achieve individual and team targets relating to:
• Transferred Enquiries
• Highlighting Dealership performance and follow up of transferred enquiries
• Enquiry qualification
• Lead conversion
• Customer satisfaction
• Adhere to all company processes, FCA requirements, and data protection regulations.
• Deliver an exceptional customer experience in all interactions.

Skills & Experience

Essential

• Previous experience in a customer-facing, telesales, contact centre, or automotive sales environment.
• Excellent telephone manner with strong listening and communication skills.
• Ability to quickly build rapport and engage customers.
• Confidence in handling objections and progressing conversations.
• Strong organisational skills and attention to detail.
• Ability to think on your feet and adapt to different customer situations.
• Self-motivated with a proactive approach to achieving targets.
• Good IT skills and experience using CRM systems.

Desirable

• Experience of managing digital or web-generated leads.
• Knowledge of customer journey and conversion processes.

Key Behaviours

• Customer-focused and passionate about delivering exceptional service.
• Positive, resilient, and results driven.
• Strong team player with a collaborative approach.
• Comfortable working in a fast-paced environment.
• Professional, enthusiastic, and confident communicator.
• Takes ownership of enquiries and follows through to a successful outcome.

Success Measures

• Enquiry contact rate
• Qualified lead conversion
• Transferred to site rate
• Sales conversion from handed-over opportunities
• Customer satisfaction scores
• Response time to new enquiries

This is a Hybrid role working on site and also from home (the first 3 months during probation will be worked from the office full time, you will then move on to hybrid working from month 4).

In addition to receiving a competitive salary, for the right candidate this position will offer: 

• 33 days annual leave (including bank holidays) in addition to an annual leave purchase & sale scheme
• Pension Scheme & Life Assurance
• Ford Privilege vehicle purchase scheme
• Discount on Service, Bodyshop and Parts
• 1 day each year to volunteer for a charity of your choice
• Cycle to work purchase scheme
• Access to Perks at Work discount website

When completing your application please give specific detail of your experience, skills and previous responsibilities that you believe would be relevant to the role you are applying for.  We blind recruit therefore our Recruiting Managers will not see your personal details or your CV until you have been selected to attend an interview. Our application form is your opportunity to detail all of your experience as you would on your CV.

For your first 2 days in the business, you’ll be attending our fantastic residential induction academy. This is at a lovely hotel in the heart of the Northampton countryside, where you’ll learn all about our business before you start your new role.

Our PPA is what makes TrustFord. Our Network Groups support us in allowing for every colleague to respect and care for one another no matter what... be it your race, ability, gender, or who you love. This helps us to develop inclusive and diverse teams, truly representative of the communities that we operate in. We welcome applications from everyone.  We work with our colleague network Groups - including our Race, LGBTQ+, Disability and Gender Networks to increase the number of applications we receive from different backgrounds. 

To request any adjustments, please ask this during the application stage or contact the Recruitment Team.

Happy to Talk Flexible Working - To help us be more inclusive, requests for flexible working will be considered at any point in your application or employment. Although we may deem this may not be suitable for every role, we will try and be supportive where we can. We would encourage you to contact our recruitment team to discuss any requirements you may have.

TrustFord is an equal opportunities employer and does not discriminate on any grounds other than ability to carry out the job role.

All offers of employment are subject to a background check.

We advertise our vacancies to attract candidates and not agency suppliers.  If we need agency assistance then we will contact agencies from our Preferred Supplier List.  Any speculative CVs we receive will not be accepted as an introduction.