BMW & MINI Customer Contact & Booking Advisor

Sytner Group; Tamworth; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Holiday entitlement

Maternity/Paternity pay

Career development

Long service recognition

Car schemes

High street discounts

Gym discounts

Cycle to work

Volunteer day

Job summary

Sytner Tamworth is seeking a Customer Contact & Booking Advisor to join the Aftersales team. You will handle inbound and outbound customer conversations by telephone and WhatsApp, arranging servicing and repairs while ensuring a smooth customer journey.

The role requires excellent communication, a proactive approach to outbound outreach, and the ability to work in a busy environment. Full training on BMW and MINI systems will be provided, with a 45-hour week including one in four Saturdays on a

Qualifications

• Excellent telephone and written communication skills.
• Friendly, confident and professional when dealing with customers.
• Enjoys inbound service and proactive outbound calling.
• Comfortable communicating via telephone, WhatsApp and other digital channels.
• Able to listen, ask relevant questions and understand customer needs.

Responsibilities

• Respond promptly to customers arranging servicing, maintenance and repairs.
• Manage inbound WhatsApp enquiries and guide to confirmed bookings.
• Return calls to customers who requested contact from the team.
• Handle direct inbound calls via the urgent contact option on the reception system.
• Proactively call BMW and MINI customers when servicing is due via Teleservice.
• Identify appropriate appointments considering customer and workshop needs.
• Accurately record customer and vehicle information and maintain booking records.
• Maximise workshop availability by converting enquiries into confirmed appointments.
• Collaborate with Service Advisors, workshop teams and Aftersales to ensure a smooth customer journey.

Skills

Telephone skills

Written communication

Outbound calling

WhatsApp

Appointment booking

Job description

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.

About The Role

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.

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.

Why Sytner?

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

We are passionate about continuous improvement and building an environment where everyone feels valued, appreciated and able to reach their full potential.

• 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

At Sytner, our values and the way we behave are important to us. We are committed to creating an equitable working environment where we value and respect every individual's unique contribution, supporting our colleagues to thrive and achieve their full potential.

As part of our commitment to Diversity and Inclusion, you have the right to ask for changes / adjustments to job interviews and the recruitment process. For more information around reasonable adjustments and the recruitment process please click here.

Unsure? Read on…

We represent over 23 of the world's most prestige vehicle brands, across our 140 UK dealerships. We pride ourselves on ‘Developing Talent and ‘Building Careers’ and our colleagues recently scored Sytner Group an outstanding 89% on our colleague engagement survey.

Location

Sytner Tamworth

Kinson Drive, Tamworth, Staffordshire, United Kingdom, B78 3JF