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Customer Service Advisor

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BMW Group

Sep 3

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Hospitality & Retail

AI generated summary

  • You must have customer service or sales experience, a passion for support, the ability to build trust, resilience for sales targets, and a proactive attitude. Full training is provided.
  • You will handle inbound calls, direct customers, upsell service appointments, assist sales teams, ensure exceptional customer care, and maintain accurate vehicle records for repeat business.

Requirements

  • - Previous customer service or sales experience
  • - Passion for offering outstanding support internally and externally
  • - Ability to develop trust with customers
  • - Drive and resilience to achieve stretching sales targets
  • - Full training provided to help reach potential
  • - Driven, proactive, and passionate attitude

Responsibilities

  • Responsibilities
  • First point of contact for volume inbound customer calls, you will be directing our customers to the relevant department or converting them into bookings and appointments.
  • Maximise our service sales by upselling the work identified within service appointments.
  • To support Sales teams across the group with customer enquiries and leads regarding vehicles BMW, MINI and Motorrad products.
  • Creating outstanding customer confidence by ensuring a professional performance and exceptional commitment to customer care at all times.
  • Accurately record vehicle information, refer to service histories and effectively follow-up and prospect customers to secure repeat and business.

FAQs

What are the working hours for the Customer Service Advisor role?

The working hours are Monday to Friday from 8:30 am to 6:00 pm or 8:00 am to 5:30 pm, and there is a Saturday rota (currently 1 in 4) covering 9:00 am to 1:00 pm.

What is the basic salary for this position?

The basic salary is £24,000, with potential on-target earnings of £30,000 including bonuses, which are uncapped, allowing for the opportunity to earn much more.

What are the main responsibilities of a Customer Service Advisor?

The main responsibilities include being the first point of contact for inbound customer calls, directing customers to the relevant departments, upselling service work, supporting the sales teams with customer inquiries, and accurately recording vehicle information.

Is previous experience required for this role?

Previous customer service or sales experience is preferred, but full training is provided to help you reach your potential.

What benefits does Vines of Guildford offer to its employees?

Vines offers a comprehensive benefits package including employee feedback-driven culture, 24 days of annual leave (increasing to 29 days), a day off for your birthday, car leasing opportunities for friends and family, enhanced maternity and paternity benefits, a referral scheme, health care cash plans, and a fantastic work environment.

How does Vines support career development?

Vines encourages career paths and succession planning across all levels of the business, providing opportunities for professional growth and development.

What kind of customer confidence is expected from a Customer Service Advisor?

Advisors are expected to create outstanding customer confidence by ensuring a professional performance and exceptional commitment to customer care at all times.

How are sales targets approached in this role?

Customer Service Advisors are expected to have the drive and resilience to achieve stretching sales targets, with encouragement to upsell service appointments.

Is there a referral scheme available?

Yes, there is an employee and customer referral scheme in place to reward referrals.

What kind of work environment can one expect at Vines of Guildford?

Employees can expect a fantastic work environment with newly refurbished staff canteens and outdoor break facilities.

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BMW Group

Automotive
Industry
1-10
Employees

Mission & Purpose

With its four brands BMW, MINI, Rolls-Royce and BMW Motorrad, the BMW Group is the world’s leading premium manufacturer of automobiles and motorcycles and also provides premium financial and mobility services. The BMW Group production network comprises over 30 production sites worldwide; the company has a global sales network in more than 140 countries. In 2023, the BMW Group sold over 2.55 million passenger vehicles and more than 209,000 motorcycles worldwide. The profit before tax in the financial year 2023 was € 17.1 billion on revenues amounting to € 155.5 billion. As of 31 December 2023, the BMW Group had a workforce of 154,950 employees. The success of the BMW Group has always been based on long-term thinking and responsible action. The company set the course for the future at an early stage and consistently makes sustainability and efficient resource management central to its strategic direction, from the supply chain through production to the end of the use phase of all products.

Benefits

  • High Work-Life Balance

    Striking a healthy balance between work and personal life is important to us. It keeps us motivated and productive in the long term and thus contributes to our company's success. We support our employees in this aim: through flexible working time models, with care obligations towards dependents, assistance with child care and provision of services and facilities promoting fitness and health.

  • Paid Holiday

    With our paid holiday, we always have enough time to pursue our wanderlust. Whether we feel like visiting countries abroad or just exploring our homeland, there’s no reason to rush. From our balcony or the mountains to exotic beaches, with the amount of free time we can explore, relax, recharge our batteries and simply enjoy life wherever we are.

  • Flexible Working Time Models and Home Office.

    We give special priority to the needs of women and men who wish to devote more time to the family on a temporary basis and also to employees with care obligations towards dependents. Far beyond the legal requirements the BMW Group offers employees the possibility of working flexibly: e.g. the options range from working from home or flexitime days through non-working shifts.

  • Performance-Related and Above Average Pay.

    As performance is highly valued at the BMW Group, we offer our talents performance-related pay that far exceeds legal and collectively agreed requirements. And holiday pay makes every trip even more enjoyable, but that’s not all by far.

  • Employee Vehicle Programme.

    Discovering that unique go-kart feeling – or simply enjoying sheer driving pleasure: all our colleagues have the opportunity to drive their very own BMW or MINI on particularly attractive terms. This way, for many talents enjoying work already starts on the way to the office. With our vehicle configurator, we can create our dream car according to our own wishes and then buy it at an attractive discount – it’s also possible to finance or alternatively lease it. But that’s not all, as we can also benefit from special conditions on a wide range of used cars.

  • Health Management Programmes.

    We want to keep our talents in the best of health. We have our own company healthcare service, which includes preventative measures, stress management, nutritional advice and health training, such as a cardiac sports group. Our medical officers always have time for us: whenever we need medical advice, we can just drop in. We also provide medical screening, vaccinations as well as first-aid kits before business trips abroad and a lot more.