BMW Assistance Support Manager - Surrey

Up to 3500 Bonus - Management
Ref: 580 Date Posted: Friday 16 Aug 2019
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Main Responsibilities

You will be responsible for the following:

Management of the Department

To lead and motivate the team to ensure that the highest levels of performance and service standards are achieved with the aim of continuous improvement in quality, performance and efficiency.

  • Ensure team are focused on cultivating and maintaining excellent relationships with BMW Group Retailer Network.
  • Maintain close communication with BMW Emergency Service Manager and BMW Group Account Manager to ensure all issues are shared and addressed.
  • Cultivate good working relationship with BMW Group UK, providing support to client needs.
  • Ensure that any trending parts issues are captured and pro-actively highlighted to client.
  • Produce tangible feedback reports based on findings from Customer Experience follow-up process.
  • To demonstrate commitment and a positive attitude to the role at all times.
  • To regularly review the Team performance against agreed objectives and targets.
  • Actively communicate the relationship between Key Performance Areas and the business strategy.
  • Ensure appraisals and one-to-one meetings are conducted on time and with the required frequency.
  • To identify potential improvements in service, implement changes to improve the department’s efficiency.
  • Appraise individuals in accordance with the company’s guidelines.
  • Ensure personnel related records are promptly and accurately maintained and handled with confidentiality.
  • Ensure that you and your team are fully aware of the evacuation and out of hours security procedures.
  • Conduct counselling and disciplinary meetings when appropriate and in line with company procedures.
  • Take responsibility for and proactively manage negative customer situations.
  • Handle escalated calls in a flexible and customer focused manner, using commercial judgement when appropriate.
  • Ensure that the appropriate Senior Managers are made aware of any high profile or contentious issues.
  • Take responsibility for and proactively manage negative customer situations.
  • Handle escalated calls in a flexible and customer focused manner, using commercial judgement when appropriate.
  • Special Skills and Knowledge

  • Good knowledge and experience of Retailer Network preferred
  • Previous Supervisory/Management experience in a call centre.
  • Excellent analytical skills
  • Proven ability to assess and change processes to achieve positive benefits to the business
  • Focused on achievement of targets
  • Good commercial focus
  • Intermediate Excel with the competency to progress to advanced level
  • Excellent telephone manner
  • Problem solving skills
  • Self motivated
  • Organised with strong administration skills
  • Ensure that the appropriate Senior Managers are made aware of any high profile or contentious issues.