CallCentreAgent

We are seeking a proactive Call Centre Agent to be the crucial link between our customers and our busy workshop. In this role, you will play a direct part in maintaining our company's image and ensuring the workshop operates at maximum capacity. You'll use your expert communication skills and attention to detail to meticulously manage appointments, handle recall campaigns, and drive service bookings to meet key dealership and manufacturer targets. If you thrive in a fast-paced environment and take pride in precise work, this is the role for you! The primary responsibility is to ensure the workshop is booked to full capacity according to available hours and service mix targets. Key duties include: Customer and Booking Management * Bookings and Scheduling: Meticulously book vehicle services and repairs on the BSI system , ensuring full capacity is loaded for the next day before offering later dates. * Professional Communication: Communicate with customers in a friendly, courteous, and professional manner, answering calls within three rings and following the prescribed booking script (e.g., using the customer's name). * Information Gathering: Obtain and verify all necessary vehicle and customer data (VIN, year model, contact details, etc.) through the BSI and manufacturer systems at the time of booking, capturing detailed repair information (the 'where, when, what, who, and how'). * Recall Campaigns and Updates: Check for outstanding recall campaigns on all vehicles via manufacturer systems during the booking process and ensure all related documentation is uploaded to the job card. * Customer Follow-up: Send calendar invitations for bookings, advise customers on diagnostic fees (for out-of-warranty repairs) and expected arrival times, and handle web booking confirmations. Operational Processes and Targets * System Integrity: Maintain the BSI system, ensuring service schedules are attached and updated information is confirmed via manufacturing systems. * Target Achievem