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about 1 year ago
Just Recruitment Solutions
Salary: £18k - 25k per year + Plus Bonus
Location: Maidenhead
Job type: Permanent
Contact: Thalia Overton
Sector: Administration, Aftersales, Dealership, Servicing and Repairs
Category: Customer Services Jobs, Service Advisor Jobs, Administrator Jobs

Objectives of the Booking Centre

  • To answer all INCOMING calls to the Booking Centre
  • To make 1st wave OUTGOING polk phone calls as set on a weekly basis
  • To make 2nd wave OUTGOING polk phone calls as set on a weekly basis
  • To make health check calls as set on a weekly basis
  • To make service/repair/mot bookings for all centres
  • To create jobs (wips) for all bookings
  • To ensure all customer info is checked & captured at time of booking (including email address)
  • Ensure all customer records are checked and updated on each contact
  • To record any relevant conversations with the customers in the relevant notes section
  • To Identify key opportunities internally and externally
  • To work closely with all service departments
  • To follow up customer calls where necessary
  • To hit set targets as agreed


Key Tasks

  • Handle dissatisfied customers calmly, resolve complaints with sensitivity and involve the appropriate management when necessary
  • To maintain a professional and courteous manner at all times
  • Make a targeted amount of service bookings per month
  • To complete call logs on a daily basis
  • To identify and overcome objections
  • To provide customers with product and service information
  • To provide relevant support and assistance at all times to ensure that customer satisfaction is delivered to the highest possible standard
  • Communicate effectively with colleagues with leads for their relevant departments
  • To undertake all other tasks and responsibilities as requested by the Booking Centre Manager

Key Competencies

Customer Focus

  • Approach every customer situation with a desire to understand and deliver
  • Listen effectively and communicate clearly
  • Use every contact with the customer to build a relationship


Operational Focus

  • Ensure the highest level of customer satisfaction
  • Co-ordinate with other departments effectively
  • Use technology effectively


Business Focus

  • Work with other departments to improve and maintain customer care
  • Represent the Cordwallis brand to the highest possible standard


Employee Criteria

Essential Skills & Experience

  • Articulate and good telephone manner
  • Outstanding verbal and written communication skills
  • Excellent interpersonal and organisational skills
  • Creative, practical and able to work effectively under pressure and to tight deadlines
  • Ability to work independently and as part of a team
  • A keen eye for attention to detail
  • Current driving licence
  • High level of computer literacy including word processing, spreadsheets, databases, email & internet

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