Contact Centre Agent

Brayley; Redditch; On-site; GBP 18,000 - 22,000; Full time

Benefits offered by this job

Vehicle discounts

Employee referral bonus

Job summary

Brayleys Cars Limited is recruiting Contact Centre Agents for its Redditch site. You will handle inbound and outbound calls to book customers' vehicles into service centres, providing courteous, accurate information and upgrading the customer experience at every step.

You will listen to customers, confirm details, and work with the team to ensure smooth visits. The role focuses on service quality, relationship-building, and meeting key performance indicators.

Qualifications

• Experience in customer service or administration is welcome.
• Strong communication and organisational skills are essential.
• Comfort with IT systems and learning new software quickly.

Responsibilities

• Answer inbound and outbound calls to book vehicles into service centres.
• Explain solutions clearly and ensure customers feel supported.
• Actively listen and confirm information to ensure smooth service visits.
• Build lasting relationships with customers and team members.
• Meet or exceed KPIs while delivering high-quality service.

Skills

Communication

Organization

IT skills

Customer service

Tools

DMS software

Job description

JoinBrayleys Cars- Driving Excellence in Automotive Retail

Following the acquisition of Johnsons Cars, AWR Holdings UK Ltd has brought together two highly respected automotive businesses - Johnsons Cars and Brayleys Cars - to create one of the UK's top 10 automotive retail groups.

This marks an exciting new chapter in our journey. By bringing together the strengths, experience and heritage of both businesses, we are creating a larger, stronger organisation with even greater opportunities for our people, our customers and the communities we serve.

While both businesses have their own proud histories and successes, they also share something fundamental: a commitment to delivering excellent service, building strong relationships and creating environments where people can thrive. As we come together as one group, we are focused on building on the very best of both organisations - combining expertise, sharing knowledge and creating a culture rooted in collaboration, respect and continuous improvement.

For our colleagues, this growth creates exciting opportunities. As a larger organisation, we can offer broader career pathways, increased mobility across our network, enhanced learning and development opportunities, and greater access to leadership and progression programmes. Whether you are just beginning your career or looking to take the next step, we are committed to helping our people develop, succeed and reach their full potential.

Our ambitions do not stop here. We remain focused on continued growth and investment, but we know that sustainable success is built by people. That is why we are committed to fostering an inclusive, supportive and high-performing workplace where every individual feels valued, empowered and recognised for the contribution they make.

At AWR Holdings, we believe our people are our greatest strength. Together, we are building a business where talent is nurtured, achievements are celebrated and meaningful careers can flourish.

Job Description

The Role

Brayleys Cars Limited are currently recruiting Contact Centre Agents to join their Redditch contact centre.

We are looking for a courteous and professional Contact Centre Agents to join our team. In this role, you will work closely with other team members to deliver exceptional service to our customers who wish to book their vehicles into our service departments through our contact centre.

As a contact centre agent you will be at the heart of our customer booking experience. You’ll handle all inbound and outbound calls and seek to create a positive experience for each customer.

You’ll listen to our customers to understand the reason for their call, address all questions, and provide an accurate and efficient response.

To be a successful contact centre agent, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

What does a contact centre agent do at Brayleys?

• Taking and making calls to customers whose vehicles are in need of service or repair and booking them into our service centres.
• Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with customers, confirming or clarifying information to make sure we have all that is needed to ensure that their visit to our service centre runs smoothly.
• Building lasting relationships with customers and other contact centre team members.
• Utilising dealer management system software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed contact centre key performance indicators while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit customer needs.
• Taking part in training and other learning opportunities to expand knowledge of company and its products.
• Adhering to all company policies and procedures.

Required Skills and Experience

Ideally you would have some experience in a similar role, although we will consider individuals with other customer service and administration experience. In addition to your experience, you will demonstrate the following:

• Outstanding communication and customer service skills
• Excellent organisation and time management skills with the ability to work to deadlines
• Intermediate IT skills with the ability to learn new systems quickly
• A commitment to the Brayleys Guiding Principal of treating all visitors to our business, as they would a valued guest in our own homes.

The Company

Brayleys Cars Limited is a multi-award winning company with strong values that put our people and customers at the heart of everything we do. We have approximately 300 employees and an annual turnover in excess of £120million, and we are still growing! Benefits available to our Employees in addition to generous salary packages include:

• Discounts on new and used vehicles, parts and servicing
• £500 Employee Referral Bonus