Reservations Advisor

Hollybank Trustees Ltd; Northampton; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

22 days holiday + birthday off

Pension & life insurance

Cycle to Work scheme

Job summary

William Morgan Group is seeking a Reservations Advisor (BMW, MINI) based at Wollaston Motors in Northampton. The role focuses on maximizing bookings, delivering exceptional customer service, and handling inquiries with professionalism.

You will support both BMW and MINI brands, engage in proactive outbound calls, and ensure accurate data entry while meeting targets. The work schedule is on-site with alternating hours and Saturday shifts as needed.

Qualifications

• Proven experience in delivering excellent customer service.
• Track record in sales or upselling opportunities.
• Ability to communicate clearly and professionally on the phone.

Responsibilities

• Maximise BMW/MINI bookings by handling inquiries and overcoming objections.
• Manage online bookings and contact customers about changes.
• Prospect for additional services, MOTs and recalls through outbound calls.
• Deliver outstanding service and manage customer expectations at all times.
• Ensure customer details are accurately recorded in line with GDPR policies.
• Maintain high attention to detail when creating bookings.
• Answer incoming calls within 15 seconds and route as needed.

Skills

Customer service

Sales

Phone skills

Attention to detail

Organisation

Job description

Location: On site / Northampton, UK
job type: Permanent / Full-time
Sector and subsector: Automotive | General
Salary: Competitive salary

Reservations Advisor (BMW, MINI)

Based at: Wollaston Motors, Bedford Road, Northampton

Working Hours: Monday to Friday - 8:30am - 5.30pm & 9:00am - 6:00pm alternating weekly (or just 9:00am-6:00pm if you would prefer) + Saturdays on a rota basis 9:00am-1:00pm

You don’t need automotive experience to deliver exceptional customer experiences at the William Morgan Group, just plenty of personality and a true passion for our Cars.

Working at for the William Morgan Group feels different to other careers – in or outside the automotive world. There’s the passion our team have for the Group’s world-famous brands. The collective pride in the quality of our design, technology and engineering. The satisfaction that comes from making every customer interaction memorable. And a sense of excitement about the future and what it holds. This is where to follow a career with the most forward-looking brands in automotive.

Your duties will include:

• Maximising both BMW and MINI bookings in the Wollaston and North Oxford Garage workshops by handling incoming enquiries using open questions, overcoming objections and providing excellent levels of customer service
• Manage online bookings effectively and contact customers where appropriate to advise of any changes required
• Generate more booking opportunities by completing prospecting calls to customers for Services, MOTs and Recalls
• Delivering outstanding customer service and Manage customers’ expectations at all times.
• Ensure qualification of customer details in line with our GDPR policies and procedures.
• Ensure accuracy on each booking created by high levels of attention to detail and active listening
• Answer the customer’s incoming phone call within 15 seconds, dealing with the enquiry immediately or transferring to a colleague or another department as appropriate.

Your profile:

As a reservations advisor, you will have proven experience in customer service and sales in order to meet customer expectations, anticipate their needs with a sense of urgency and overcome objections.You will:

• Be someone who is driven by achieving targets, like to use your own initiative to deliver outstanding service to the customer, and have excellent phone, organisational and preparation skills, coupled with a genuine passion for attention to detail.
• Provide a high quality of service ensuring attention to detail is maintained which will be monitored through regular call reviews
• Be able and willing to make outbound prospecting calls in order to build customer relationships and generate business
• Have the ability to multi-task and switch quickly between tasks,
• Demonstrate your desire to learn and keep up-to-date with technical/product information.

Why Work for William Morgan Group?

At William Morgan Group, our mission is delivering outstanding automotive services. We invest in our people, support long-term careers, and create an environment where ambition, professionalism, and customer focus are rewarded. Our benefits inclue:

• 22 days’ holiday plus Bank Holidays rising with service, plus your birthday off
• Pension contribution, life insurance, paid volunteering time, and Cycle to Work scheme
• Company leasing Scheme and disctounts via our reward platform - WMG Savings