Aftersales Outreach Specialist

Thurlow Nunn; Norwich; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

31 days annual leave

Pension scheme

Life assurance

RAC breakdown cover

Cycle to work

Discounts on parts, service and labour

Vehicle discounts

Aftersales discounts

Health and wellbeing support

Free refreshments

Employee discount platform

Recruitment Referral Incentive Scheme

Employee Assistance Programme (EAP)

Job summary

Thurlow Nunn is seeking an Aftersales Outreach Specialist in Norwich to manage inbound inquiries and proactive campaigns for machinery and commercial equipment. You will coordinate forward bookings, schedule maintenance, and liaise with regional service teams to meet capacity and lead times.

You will engage clients for seasonal maintenance, safety inspections, and enhanced service offerings, while maintaining accurate records and delivering strong customer care.

Qualifications

• Proven experience in handling inbound and outbound inquiries in a structured contact environment.
• Strong scheduling and organisational skills across multiple branches or sites.
• Ability to identify maintenance needs and explain service packages clearly.
• Excellent verbal and written communication with commercial clients.

Responsibilities

• Coordinate forward bookings and workshop scheduling across regional branches.
• Drive seasonal campaigns and proactive outreach for maintenance programmes.
• Contact clients for safety tests, inspections and compliance certifications.
• Perform outbound follow-ups for health assessments and remedial work.
• Maintain accurate client and asset records in scheduling systems.
• Identify client needs to maximise revenue through service and maintenance.

Skills

Customer service

Scheduling

Communication

Commercial awareness

Adaptability

Data accuracy

Tools

CRM systems

Scheduling systems

Job description

We are currently recruiting a proactive and organised Aftersales Outreach Specialist to join our successful team in Norwich.

In this key role, you will be responsible for managing both inbound inquiries and outbound campaigns across our specialist machinery and commercial equipment divisions. You will work closely with our regional service departments to forward-plan and schedule maintenance, servicing, and specialist inspection programmes in line with departmental capacity and lead times.

Key Responsibilities

Forward Booking & Workshop Scheduling: Coordinate and forward-schedule multi-brand service work, allocated time allowances, and workshop bookings across our regional branches.

Seasonal Campaigns: Proactively engage existing clients to schedule seasonal preventative maintenance programmes and comprehensive winter inspections.

Safety & Compliance Inspections: Contact clients to forward-book essential regulatory safety tests, machinery examinations, and compliance certifications.

Proactive Outreach: Conduct outbound follow-ups for vehicle/machinery health assessments, and recommended remedial work.

Customer Care & Database Integrity: Maintain accurate client and asset records across our internal scheduling systems, ensuring regular database cleansing and timely communication.

Commercial Growth: Deliver exceptional customer service at all times, identifying client needs and maximising revenue opportunities through service and maintenance programmes.

What We Are Looking For

Proven Customer Service & Contact Centre Experience: Demonstrable track record in handling inbound and outbound calls in a structured, target-driven contact centre or service booking environment.

Strong Scheduling & Organisational Skills: Ability to navigate complex scheduling systems, allocate correct job time allowances, and balance workshop capacity across multiple branch locations.

Customer Engagement & Commercial Acumen: Confident telephone manner with the ability to identify maintenance needs, explain service packages clearly, handle queries, and promote value-added inspection services.

Communication & Relationship Building: Excellent verbal and written communication skills, with the ability to build rapport quickly with commercial, fleet, and private clients.

Resilience & Drive: A motivated, tenacious team player who thrives on meeting individual and team KPIs, including call volume, booking conversion, data accuracy, and customer satisfaction.

Adaptability: Comfortable working across multiple database systems and managing shifting priorities with a positive, solutions-focused mindset.

Thurlow Nunn is part of the Thurlow Nunn Group, a family-owned and managed, people-driven business which has been established for over 150 years. The Thurlow Nunn Group has a team of over 600 employees, within the automotive and agricultural industries, across 20 sites throughout Norfolk, Suffolk, Cambridgeshire, Buckinghamshire, Northamptonshire and Bedfordshire.
Whether your passion is sales, aftersales, customer service or another area, what's really important for us is that you are able to represent our family values of: Professional, Trust, Respect, Caring and Together, every day.
If you take great pride in delivering exceptional customer service and would love to be a member of a dedicated, friendly team, then Thurlow Nunn would be a great place for you to work.

Hours

Monday to Friday, 8.00am to 5.00pm

• 31 days annual leave (including bank holidays)
• Pension scheme
• Life assurance
• Free RAC breakdown cover
• Cycle to work purchase scheme
• Preferential parts, service and labour rates
• Discounts on new and used vehicles
• Aftersales discounts
• Access to health and wellbeing support services
• Free refreshments
• Employee discount platform
• Recruitment Referral Incentive Scheme
• Employee Assistance Programme (EAP)