Job Title: Business Development Centre (Booking office) Manager
Responsible to: Group Aftersales Manager
Main Purpose of Job:
We are currently recruiting for a Manager to lead the Service booking team in our Business Development Centre (BDC) based in Volkswagen Sligo, Monday to Thursday 9.00am to 5.30pm and Friday 9.00am to 4.00pm.
The role:
The successful candidate will be required to ensure the BDC team continuously deliver the highest level of satisfaction to internal and external customers. The role involves working closely with team members to deliver departmental targets.
Role Responsibilities
* Manage the daily running of the Business Development Centre liaising with all sites across the group
* Allocate calls daily and identify sites that need priority calling
* Ensures the team maintains and develops good relationships with customers by meeting and exceeding expectations and supporting a right first-time approach
* Take full responsibility of the performance of the department and drive the team towards meeting targets and goals
* Prepare reports on statistics, rates, performance levels and commission of the department
* Set performance targets for speed, efficiency, sales and quality
* Hold regular formal and informal performance review meetings with the team and manage performance issues if any
* Assist HR with employment relations, absence, payroll, recruitment & selection and people agenda queries
* Coach new starters and assist with all system training
* Communicate effectively with team
* Update all online booking portals
* Always ensure adequate cover in the department
* Identify opportunity to increase hours booked
* Attend Line Manager meetings
* Travelling across sites will be required a couple of times a month
The person:
Skills and Competencies:
* Minimum of 2-years people management experience is essential
* Call Centre experience working towards targets is desirable and would offer a distinct advantage -
* Minimum level 4 Including Leaving Certificate/Leaving Certificate Applied/Vocation Programme
* Excellent communication skills with internal and external customers, suppliers and the manufacturer
* Proficient in Microsoft Office Package (Word, Excel, Email)
* Build strong interdepartmental relationships, and pay close attention to the requirements of those departments
* Present a consistently professional image through attitude, behaviour and personal appearance
* Continuous improvement mindset
* Full driving license is essential