Reservations Advisor

Wollaston BMW; Northampton; On-site; GBP 30,000 - 34,000; Full time

Benefits offered by this job

22 days holiday

Bank Holidays off

Pension contribution

Life insurance

Volunteer time

Cycle to Work

Company leasing scheme

Discounts via WMG Savings

Job summary

William Morgan Group's Wollaston Motors in Northampton is hiring a Reservations Advisor for BMW and MINI. You will maximise bookings by handling inquiries, overcoming objections and delivering excellent customer service.

You will manage online bookings, contact customers about changes, and generate new opportunities through prospecting calls for services, MOTs and recalls. A focus on accuracy, GDPR compliance and fast response times is essential.

Qualifications

• Proven experience in customer service and sales.
• Targets-driven with initiative and excellent phone, organisational and preparation skills.
• Clear attention to detail monitored through call reviews.

Responsibilities

• Maximise BMW and MINI bookings by handling enquiries and delivering excellent service.
• Manage online bookings and contact customers about changes.
• Generate more booking opportunities via prospecting calls for Services, MOTs and Recalls.
• Deliver outstanding customer service and manage customers' expectations at all times.
• Ensure qualification of customer details in line with GDPR policies.
• Ensure accuracy on each booking with high attention to detail.
• Answer incoming calls within 15 seconds and handle or route as appropriate.

Skills

Phone skills

Organisational skills

Attention to detail

Sales experience

Job description

Reservations Advisor (BMW, MINI)

Salary: £34,201 OTE per anum (£30,247pa Basic Salary + £3,955pa OTE Bonus)

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:

• Competitive salary
• 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