Customer Contact Centre roles at Dick Lovett

Dial into success. As a Bookings Advisor, you will be the first point of contact for customers wishing to book their Service, MOT, and repair appointments. By utilising appropriate software and systems, you'll efficiently assist customers with their enquiries and promptly update any personal details to ensure optimal and streamlined communication.

You’ll also take a proactive approach in contacting customers to remind them of their upcoming Service, MOT, and repair bookings, as well as informing them about any promotions or seasonal campaigns and other service-related items.

Once you have mastered the fundamentals, new opportunities await you. You may choose to explore roles such as a Bookings Team Leader, where you can lead and support the team, or aspire to progress as a Service Advisor within a dealership, or even as a Trainee Sales Executive. 

In these roles, your exceptional communication skills will be put to use in face-to-face interactions with customers, presenting an exciting chance for personal and professional growth, as you continue to refine your communication abilities and create a lasting positive impact on our customers.

As a Bookings Team Leader, you’ll provide guidance and support to our Booking Advisors and also the Contact Centre Supervisors. You will be readily available to offer assistance during calls and communications should customers require additional support. 

Furthermore, you will play a crucial role in monitoring call performance, ensuring that all customer enquiries are addressed promptly and efficiently. Your attentive oversight will contribute to maintaining a high level of service and customer satisfaction.

You’ll have the chance to demonstrate your expertise when training new team members, sharing best practices and procedures, to ensure a consistently high standard of service. 

Your role is essential in fostering a collaborative and supportive environment within the team.

As a Contact Centre Supervisor, you will oversee the Bookings Team Leaders to manage the operations and performance of the Contact Centre Team. Your primary responsibility will be to ensure that customer enquiries and feedback are handled efficiently and effectively, guaranteeing a high level of customer satisfaction.

You will be responsible for monitoring call volumes, maintaining service quality standards, and providing guidance and support to team members. By identifying areas for improvement, such as the need for additional training, you will contribute to the ongoing development and success of the team.

With your strong leadership and effective communication skills, you’ll play a pivotal role in driving customer satisfaction, enhancing team productivity, and achieving overall operational excellence. Your ability to motivate and guide the team will be instrumental in creating a positive and efficient work environment.