Contact Centre Agent - Head Office - Head Office

Closing Date: 24 February 2025 06:00 pm

Company Overview

Brayleys are a multi-franchise vehicle dealership network representing Honda, Hyundai, Nissan, Honda Motorcycles, Mazda, Kia, Renault, Suzuki and Dacia with branches across London, The Thames Valley, The Home Counties, The West Midlands & Greater Manchester. Our professional sales and service teams strive to give the best possible service in the purchase and maintenance of your new or used car and we aim to provide complete customer satisfaction.

Above all, Brayleys is a family business. Paul Brayley started work as an apprentice automobile technician at the age of 16. Now as Managing Director, he’s had experience at all levels over his 40+ year career.

Needless to say, Paul knows the car business inside out, and it’s his dynamic energy and no-compromise approach to customer focus that has expanded the group from humble beginnings in 2003, to the successful business of today.

Now, another family business, the Dubai-based conglomerate AW Rostamani, has become part of Brayleys though their recent major stakeholder investment. From their first, small-scale business venture in 1954, the Rostamani family now run a multi-billion dollar conglomerate through having remained committed to enriching lives through exceptional products and services. Also with significant experience and expertise in the car industry, they’re the ideal partners to power Brayleys forward in the future.

We have exciting growth opportunities in the years ahead with the expansion of our existing network, investment in staff development as well as exploring new brand opportunities. This drive and vision has reinforced our passion and determination to give our valued customers the widest choice, the highest quality cars and the best possible customer service.

Our customers really are at the heart of everything we do.

“It’s our stated policy to treat every visitor to Brayleys as a welcomed guest in our home… Every day. Every time. Without fail. No exceptions”

Job Description

The Role

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

We are looking for 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?

1. Taking and making calls to customers whose vehicles are in need of service or repair and booking them into our service centres.
2. Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued.
3. 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.
4. Building lasting relationships with customers and other contact centre team members.
5. Utilising dealer management system software, databases, scripts, and tools appropriately.
6. Understanding and striving to meet or exceed contact centre key performance indicators while providing excellent consistent customer service.
7. Making sales or recommendations for products or services that may better suit customer needs.
8. Taking part in training and other learning opportunities to expand knowledge of company and its products.
9. 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:

1. Outstanding communication and customer service skills
2. Excellent organisation and time management skills with the ability to work to deadlines
3. Intermediate IT skills with the ability to learn new systems quickly
4. 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 £120 million, and we are still growing! Benefits available to our Employees in addition to generous salary packages include:

1. Discounts on new and used vehicles, parts and servicing
2. £500 Employee Referral Bonus

If this sounds like you, please submit your application today to be considered for this exciting opportunity.

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