Bookings Advisor

About the role

Mercedes-Benz of Colindale are looking for a Bookings Advisor to join their team.

To manage vehicle service and repair bookings, provide excellent customer service, and ensure the smooth coordination of appointments between customers, service advisors and workshop teams. The role involves handling customer enquiries, maintaining accurate booking records and ensuring customers receive a professional and efficient aftersales experience.

Key Responsibilities

• Handle incoming telephone calls, emails and online enquiries relating to vehicle servicing, repairs and MOT appointments.
• Schedule and manage service bookings in line with workshop capacity and technician availability.
• Confirm appointments with customers and provide details of service requirements, estimated costs and appointment times where appropriate.
• Liaise with service advisors, technicians and workshop controllers to ensure efficient scheduling.
• Contact customers to arrange follow-up appointments, recalls, warranty work and outstanding repairs.
• Update customers regarding appointment changes and ensure they receive timely communication.
• Maintain accurate customer details, vehicle information and booking records on the dealership management system.
• Identify additional service requirements and communicate relevant maintenance recommendations to customers.
• Handle customer queries and complaints professionally, escalating complex issues when necessary.
• Monitor cancellations and no-shows and rearrange appointments to maximise workshop utilisation.
• Support the aftersales team in achieving customer satisfaction, retention and departmental performance targets.
• Follow company procedures, data protection requirements and manufacturer standards.

About you

Skills and Experience

• Previous experience in customer service, appointment scheduling or an automotive aftersales environment is desirable.
• Excellent telephone manner and communication skills.
• Strong organisational and time-management abilities.
• Good attention to detail and accurate administration skills.
• Ability to manage multiple bookings and prioritise tasks in a busy environment.
• Confident using computer systems, booking platforms and Microsoft Office.
• A customer-focused approach with the ability to build positive relationships.
• Ability to work effectively as part of a team.

Key Performance Indicators (KPIs)

• Customer satisfaction and service experience scores.
• Number and accuracy of bookings managed.
• Appointment conversion and booking retention rates.
• Workshop capacity and booking utilisation.
• Call handling and response times.
• Accuracy of customer and vehicle records.

Personal Attributes

The ideal candidate will be professional, proactive, approachable and customer-focused, with a positive attitude and the ability to remain organised under pressure.

Why Sytner?

Sytner Group are delighted to provide an industry-leading benefits package.

We are passionate about continuous improvement and building an environment where everyone feels valued, appreciated and able to reach their full potential.

• Enhanced Holiday Entitlement - 33 days inc. bank holidays
• Industry-leading Maternity, Paternity and Adoption Pay
• Career Development
• Recognition of Long Service every 5 years
• Discounted Car Schemes
• High Street Discounts
• Discounted Gym memberships
• Cycle to work scheme
• One day a year paid voluntary / community work

At Sytner, our values and the way we behave are important to us. We are committed to creating an equitable working environment where we value and respect every individual's unique contribution, supporting our colleagues to thrive and achieve their full potential.

As part of our commitment to Diversity and Inclusion, you have the right to ask for changes / adjustments to job interviews and the recruitment process. For more information around reasonable adjustments and the recruitment process please click here.

Unsure? Read on...

We represent over 23 of the world's most prestige vehicle brands, across our 140 UK dealerships.

We pride ourselves on 'Developing Talent and 'Building Careers' and our colleagues recently scored Sytner Group an outstanding 89% on our colleague engagement survey.