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Group Bookings Team Leader

BMW, Cheltenham

Group Bookings Team Leader

Salary Not Specified

BMW, Cheltenham

  • Full time
  • Permanent
  • Onsite working

Posted 2 days ago, 1 Dec | Get your application in today.

Closing date: Closing date not specified

job Ref: 64222ee9156c47febfd5d72cb8a4b3a1

Full Job Description

  • Training, coaching and mentoring of new and existing contact centre starters
  • Carrying out inbound and outbound call duties
  • Ensuring all your call targets are hit
  • Ensure outbound and inbound call targets are met by motivating the group bookings team members and 60% of utilisation carrying outbound and inbound activities
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
  • Ensuring team daily duties are carried out and all outbound calls are made for MOT, PACC, Teleservice Tickets, Service Inclusive prospecting and any special projects
  • Ensure Follow Up calls, Call back queue messages and 1-links and sales enquiries are actioned by the team and any negative feedback is passed to the relevant Manager to be followed up
  • Supporting best practice, processes and systems to drive continuous improvement environment
  • Prepare parts quotations for complex enquiries and liaise with customer to completion and prepare parts deposit payments and order parts as required.
  • Ensures service targets, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery
  • Any other duties agreed with the Contact Centre Manager
    • 41.25 hours per week, Monday to Friday on a rota basis with 1 in 4 Saturdays (8.00 am - 1.00 pm).

    The successful candidate will have previous experience within a customer experience role and preferably have experience with working on telephones. Previous team leader experience preferred but not essential.

    If you are driven, dedicated to delivering an exceptional customer experience and have a passion for working within a premium brand then this is a fantastic opportunity to develop your career with one of the largest BMW and MINI retailers in the country Rewards
  • 32 days annual leave pro rata for part-time employees (inclusive of bank holidays)
  • Health & Wellbeing benefits
  • Life Assurance
  • Employee Recognition Program
  • Staff Discounts
  • Employee Benefits including discounts on retailers, restaurants & cinemas
  • Referral Programme
  • Company Social Events
  • Pension Scheme
  • Cycle to work Scheme
  • Long Service Awards
  • In-house professional training, Similar searches: BMW Careers, Permanent, Full-time, Sales / Customer Service, MINI Careers, Competitive