Objective of the Role
To lead, motivate and develop the department to ensure that the quality and standard of service required by the company and our client is fully realised and consistently achieved.
Proactively manage the BMW Assistance Support Departments (Retailer Line, Assistance Support and Customer Experience).
This position is based on a 35 hour week. However, these hours may vary in line with business needs.
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.
Objective - To highlight and manage positive and negative performance issues at all levels within the department.
*Ensure that the real time performance of the department is being actively managed at all times.
*Ensure that individual and team performance is managed by means of continuous coaching, review and targeting.
*Ensure that all negative performance issues are fully documented and followed up within the timescales agreed during review and one-to-one meetings.
*Ensure that all positive performance is communicated to individuals and senior management where appropriate.
Objective - To ensure there is effective two-way written and verbal communication.
*Ensure that all information, relevant to the department is effectively communicated to all levels within the department.
*Attend and contribute to internal and client based monthly review meetings
*Conduct monthly meetings with team.
*Communicate any problems, developments or changes to the appropriate Senior Manager.
*Ensure the department is informed of any product or technical developments and issues.
Objective - Create and facilitate an environment focused on providing a cost efficient service that meets and exceeds the expectations of our customers and clients.
*Create a culture, which is driven to deliver a level of customer service indicative of the expectation levels of BMW Group UK and their customers.
*Develop individuals within the department to achieve a level of empowerment, which can be utilised to achieve an intelligent balance between cost control and customer service delivery.
*Facilitate the delivery of high-level quality customer service to achieve where possible, the standards set by the company and BMW Group UK.