Key Responsibilities

Specifically, the Relationship Advisor at Peach can expect to lead/own the following customer journey  elements:
Customer Discovery & Advice

• Run structured discovery with buyers and sellers to understand timing, budget, use case, funding route, trade-in needs, and risk tolerance.
• Recommend vehicles or selling routes based on verified customer need rather than on stock-pushing or short-term convenience.
• Build trust through clear, consultative conversations that help customers understand both their options and the next step.

Vehicle, Seller & Trade-in Journey Management

• Arrange and host viewings and test drives, and follow up decisively afterwards.
• Manage seller intake, pricing expectations, inspection timing, listing readiness, and offer communication.
• Explain inspection findings, condition history, and implications honestly and clearly, especially where a customer needs help understanding trade-offs.
• Handle buyer, seller, and trade-in threads in a joined-up way so that one active deal does not fragment into multiple disconnected conversations.

Commercial Execution, Paperwork & Handover

• Negotiate and close standard cases within approved scripts, authority limits, and pricing guardrails.
• Coordinate finance options, upsell products i.e Insurance, trade-in discussions, and secure document collection through the proper workflow.
• Ensure that paperwork, KYC, payment preparation, transfer communication, and handover steps move forward cleanly.
• Complete the 72-hour post-handover follow-up and use that interaction to reinforce confidence, resolve issues early, and create referral momentum.

Stakeholder Coordination & Escalation

• Work closely with Pricing Advisors on pricing disputes, list-price questions, or inspection anomalies.
• Bring in Transaction Advisors where a deal requires exception handling, complex structuring, or senior commercial intervention.
• Coordinate with inspection, sales admin, fleet, and operations support functions without allowing task handoff to become ownership transfer.
• Escalate documentation, compliance, or reputational risks promptly.

Systems Discipline & Continuous Improvement

• Own the CRM record, notes, next-step dates, and follow-up discipline for every active customer you hold.
• Maintain stage-SLA discipline and keep internal stakeholders clear on status, blockers, and action owners.
• Contribute feedback on recurring objections, pricing patterns, inspection-explanation gaps, and process friction so that the customer journey keeps improving.

Skills, Knowledge and Expertise

Need to haves

• 2–4 years of experience in consultative automotive sales, customer success, retail finance, insurance, telecoms, or another service-heavy commercial environment.
• Strong evidence of running a pipeline or deal book, not just isolated one-off sales.
• Confidence using CRM systems, inventory search tools, messaging channels, and e-sign/document workflows.
• Strong consultative selling, questioning, objection handling, and closing capability.
• High attention to documentation quality and next-step discipline.

Nice to haves

• Prior experience spanning both buyer-side and seller-side workflows, especially in automotive or marketplace settings.
• Exposure to vehicle finance, trade-ins, valuations, or inspection-led selling.
• A bachelor’s degree that adds value alongside a strong commercial track record.

Competencies

• Consultative selling & discovery: uncovers real customer needs and shapes the right journey around it.
• Customer trust & communication: explains product, condition, process, and trade-offs clearly.
• Negotiation within guardrails: moves standard deals forward without eroding control discipline.
• CRM & pipeline management: keeps opportunities live, visible, and properly sequenced.
• Cross-functional coordination: orchestrates inspections, pricing, admin, and specialist escalation without losing ownership.

Attitudes & Behaviors

• Customer-first: treats responsiveness and courtesy as core parts of the job, not as extras.
• Calm under pressure: stays organised and helpful during spikes in enquiry volume.
• Integrity-led: respects privacy and handles sensitive issues carefully.
• Owner’s mindset: treats each active customer journey as something to steward end to end.
• Empathetic and honest: preserves trust by explaining condition and process clearly, even when it is difficult.
• Urgent but controlled: moves quickly without becoming sloppy or reactive.
• Highly collaborative: uses specialists well while keeping one clear comms thread for the customer.
• Commercially disciplined: resists unnecessary discounting or loose commitments.
• Detail-oriented: understands that CRM completeness and document quality are part of selling well.