BMW & MINI Customer Contact & Booking Advisor

BMW & MINI Customer Contact & Booking Advisor

An exciting opportunity has become available to join our busy and successful Aftersales team at Sytner BMW & MINI Tamworth as a Customer Contact & Booking Advisor.

This is a telephone and digital customer-contact role within our Aftersales team. Working as part of our in-retailer Customer Contact & Booking Team, you will handle inbound and outbound customer conversations by telephone and WhatsApp, helping BMW and MINI customers arrange servicing, maintenance and repair appointments.

The team plays an important part in both our customer experience and the smooth running of our Aftersales operation. You will be helping customers at the point they need us, responding to enquiries, arranging appointments and also proactively contacting customers when servicing or other work is becoming due.

If you enjoy speaking to people, like working in a busy environment and take satisfaction from helping customers while getting things organised properly, this could be a great role for you.

About the Role

Your responsibilities will include:

• Responding promptly and professionally to customers contacting us to arrange servicing, maintenance, repairs and other Aftersales work.
• Managing inbound WhatsApp enquiries and helping customers through to a confirmed booking.
• Calling customers back who have requested contact from our team.
• Handling direct inbound calls from customers who have selected our urgent contact option through our telephone reception system.
• Making proactive outbound calls to BMW and MINI customers when their vehicle tells us that servicing or maintenance is becoming due through BMW and MINI Teleservice.
• Contacting customers where work identified during a previous visit is now approaching the recommended time for completion.
• Understanding each customer's requirements and identifying the most appropriate appointment for both the customer and our workshop.
• Accurately recording customer and vehicle information and maintaining a high standard of booking administration.
• Helping us maximise workshop availability by converting genuine customer requirements into confirmed appointments.
• Working closely with our Service Advisors, workshop teams and wider Aftersales department to ensure customers receive a smooth journey from their initial enquiry through to their visit.

Our Customer Contact & Booking Team currently creates around 80 service bookings every day, so you will be joining an established team where pace, teamwork, attention to detail and great communication really matter.

The role combines inbound customer service with proactive outbound contact, so you will need to be equally comfortable helping a customer who has contacted us and picking up the telephone to contact customers who may have servicing or maintenance requirements approaching.

This is a full time vacancy, you will work 45 hours per week, Monday to Friday, with 1 in 4 Saturdays on a rota basis.

About You

What is much more important is that you are naturally confident communicating with people, enjoy delivering excellent customer service and are comfortable working in a busy environment where there is always something to do.

We are looking for someone who:

• Has excellent telephone and written communication skills.
• Is friendly, confident and professional when dealing with customers.
• Enjoys both inbound customer service and proactive outbound calling.
• Is comfortable communicating with customers through telephone, WhatsApp and other digital channels.
• Can listen carefully, ask the right questions and understand what a customer needs.
• Is organised and accurate, with strong attention to detail.
• Has the confidence to turn customer enquiries into confirmed appointments.
• Can prioritise effectively and manage a high volume of customer contacts.
• Enjoys working towards individual and team performance objectives.
• Has a positive attitude and works well as part of a close-knit team.

Previous experience in a customer contact environment, appointment booking, hospitality, retail, customer service or a similar telephone-based role would be advantageous, but it is certainly not essential.

Full training on our BMW and MINI systems, products and processes will be provided.

Above all, we are looking for someone who genuinely enjoys dealing with customers, wants to make every interaction count and is interested in building a long-term career with Sytner Group.

Sytner Group are delighted to provide an industry-leading benefits package.

• Enhanced Holiday Entitlement – 33 days inc. bank holidays
• Industry-leading Maternity, Paternity and Adoption Pay
• Career Development
• Recognition of Long Service every 5 years
• Discounted Car Schemes
• High Street Discounts
• Discounted Gym memberships
• Cycle to work scheme
• One day a year paid voluntary / community work