About the role
Mercedes-Benz of Colindale are looking for a Bookings Advisor to join their team.
To manage vehicle service and repair bookings, provide excellent customer service, and ensure the smooth coordination of appointments between customers, service advisors and workshop teams. The role involves handling customer enquiries, maintaining accurate booking records and ensuring customers receive a professional and efficient aftersales experience.
Key Responsibilities:
Handle incoming telephone calls, emails and online enquiries relating to vehicle servicing, repairs and MOT appointments.
Schedule and manage service bookings in line with workshop capacity and technician availability.
Confirm appointments with customers and provide details of service requirements, estimated costs and appointment times where appropriate.
Liaise with service advisors, technicians and workshop controllers to ensure efficient scheduling.
Contact customers to arrange follow-up appointments, recalls, warranty work and outstanding repairs.
Update customers regarding appointment changes and ensure they receive timely communication.
Maintain accurate customer details, vehicle information and booking records on the dealership management system.
Identify additional service requirements and communicate relevant maintenance recommendations to customers.
Handle customer queries and complaints professionally, escalating complex issues when necessary.
Monitor cancellations and no-shows and rearrange appointments to maximise workshop utilisation.
Support the aftersales team in achieving customer satisfaction, retention and departmental performance targets.
Follow company procedures, data protection requirements and manufacturer standards.
About you
Skills and Experience:
Previous experience in customer service, appointment scheduling or an automotive aftersales environment is desirable.
Excellent telephone manner and communication skills.
Strong organisational and time-management abilities.
Good attention to detail and accurate administration skills.
Ability to manage multiple bookings and prioritise tasks in a busy environment.
Confident using computer syste...
Mercedes-Benz Bookings Advisor employer: Sytner Group Careers
Sytner MINI Wolverhampton is an exceptional employer that prioritises employee development and customer satisfaction. With a strong focus on training and career progression, our team members benefit from comprehensive in-house learning and manufacturer courses, fostering a supportive work culture. Located in a vibrant area, we offer flexible working patterns to accommodate our employees' needs while ensuring they can deliver outstanding service to our customers.
