Customer Support Administrator

**BMW Customer Support Administrator**

Mount Pleasant Rd, Thorne, Doncaster, DN8 4HT

Mon - Fri 37.5 hrs (hybrid working)

**Purpose of Job**:
To provide an efficient and effective administrative support, carrying out tasks in a timely manner in order to meet the requirements of and to fulfill the objectives of the business. To ensure all ISP Departments receive the required level of administration support.

Provide a high level of customer service at all times using a professional and consistent approach being mindful of the varying expectations of the customer. Identify problems and act accordingly resolving the issues promptly and effectively.

**Responsibilities**:
**Core Duties**:

- Regularly monitor and update the relevant IT systems to ensure that all vehicles are at the correct status. Monitor vehicles progress to ensure they meet their required delivery date.
- To provide full administrative support for the Customer Support Team.
- Assist in reviewing and developing departmental administration systems and ensuring work instructions are kept up to date.
- Liaise regularly with the Customer Support Supervisor regarding all Team responsibilities and workloads.
- Follow departmental procedures at all times and continually look at ways in which to improve performance to ensure the efficient and accurate completion of all processes.
- Provide an efficient, courteous and responsive service to all Customers and internal Departments when responding to all enquiries.
- Provide and maintain a high level of customer service at all times using a professional and consistent approach when resolving all queries from BMW (UK) customers.
- Accurately and efficiently administer all Direct Delivery and PDI requests from BMW/MINI UK and Ireland dealers ensuring all cars are delivered to customers and dealers on the agreed dates.
- Liaise with distribution regarding self collect/direct deliveries.
- Assist with the department activities and tasks during peak periods.
- Undertake other duties as directed commensurate with the level of the job function.
- To ensure that the accuracy and quality of work and communication to customers both internal and external of the service is of a consistently high standard.
- The aderhance to all health and safety measures ensuring all protective clothing and equipment are used correctly and that safe systems of work are always followed and a clean working environment is maintained taking responsibility for your work area.
- To attend departmental meetings both internal and external to support and provide updates and share information.

**Initiatives**:

- Health and Safety
- Implementation of the focus on reducing risk via effective training
- 8P
- Driving quality performance levels
- Process reviews and improvement
- Promote and uphold BMW and BCAL brand image

**Significance of Role**:

- A critical role in the successful delivery of the BCAL service as this role provides the oversight, delivery and coordination of all provided services.
- Significant contribution to overall efficiency, effectiveness and contract profitability and must therefore all play its part in overall delivery of service.
- Accurately forecasting and managing workloads will be critical to success as will the regular analysis of data to ensure adherence to SLA’s and agreed deadlines for results.

**Key Competencies and Experience**
- Previous customer service experience is essential
- Excellent communication, both verbal and written
- Critical thinking and problem solving skills
- Continuous improvement
- Planning and organising
- Decisive decision-making
- Team work
- Performance driven
- Negotiation
- Conflict management and arbitration
- Adaptability and ability to empathise with the needs of various stakeholders
- Stress tolerance
- PC literate and adaptable to new systems