Key Role in Vehicle Care and Maintenance Advice
This is a key role in advising our customers on the care of their vehicles, explaining the value of maintaining them according to BMW & MINI specifications.
The position provides a link between our highly trained workshop technicians and our customers, delivering customer-focused service.
Responsibilities:
* Act as the first point of contact with customers via phone or email, seeking to convert enquiries into service bookings when appropriate.
* Inspect customers' vehicle service history to accurately identify and verify all customers' service needs, ensuring all concerns are correctly captured on the job card.
* Record customers' details accurately, clarify payment options at the time of booking, and confirm pickup times.
* Promote the sales of appropriate services, parts, and accessories by thoroughly understanding the vehicle and associated service requirements.
* Identify and communicate with the sales department about prospective new/used car sales prospects.
* Provide direct support to the Service Manager and Service Advisors.
* Assist in Service administration procedures.
* Update records and databases with personnel, financial, and vehicle data.
* Handle administrative requests and queries from management.
* E nsure efficient processing of Service Department paperwork.
* To deliver customer satisfaction scores in line with BMW and Frank Keane Group standards.
* Support other departments where required or assigned ad-hoc duties.
Requirements:
* Excellent customer service skills, professional phone manner, and work ethic essential.
* Experience in the motor industry or similar role with a premium brand an advantage.
* Proficiency in MS Office, including Excel, Word, Outlook.
* Ability to work well in a process-driven environment.
* Attention to detail and problem-solving skills.
* Strong oral and written communication skills.
* Strong organizational skills with the ability to multitask in a fast-paced environment.
* Knowledge of CDK/Kerridge an advantage but not essential.